Customer Support Specialist

Summary

The Customer Suppt Spec, Ops is responsible for making outbound telephone calls and taking inbound customer phone calls. The Customer Support Specialist will assist customers who are in any stage of the loan process, primarily before Final Approval by Underwriting. The Customer Support Specialist will work in partnership with the assigned Customer Advocate to follow-up on documentation or action needed from the customer to advance the loan in the refinance process. The Customer Support Specialist will also address questions and concerns the customer may have during the refinance process. This position is responsible for analyzing the information in the file to provide the customer with answers to their questions and put them at ease about their transaction. Based on these assessments, the Customer Support Specialist works with the Customer Advocate and/or makes recommendations to address the borrower concerns.

Essential Job Functions may include:

• Ability to effectively and professionally communicate via phone and email.

• Maintain customer focus at all times by strictly adhering to FMC’s Customer Service Standards, taking ownership of all inquiries and proactively following through resolution.

• Work in a manual and automated call center environment, handling both inbound and outbound customer calls providing accurate and up to date status, and conveying outstanding loan conditions required to move loan application to closing prior to the original Rate Expiration date.

• Meet established production goal for scheduling based on daily inventory.

• Verifies the data in the system to determine how the loan was structured to explain costs if necessary.

• Verifies the history of the file and any delays experienced by the customer to better address their situation.

• Provides customer with answers to their questions and gets them back on track to complete their closing.

• Maintain regular and punctual attendance

Other Related Duties:

• Performs other related duties as assigned.

Supervisory Responsibilities:

This job has no supervisory responsibilities.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

• MS Office knowledge required. Must be able to work independently or as part of a team in a high-paced environment.   

Education and/or Experience:

• Six months or greater mortgage/call center related experience, or a 4-year college degree in lieu of experience.

Work Complexity:

Problems and issues faced are routine and solutions clearly prescribed. Follows a well-established and familiar set of activities and/or processes to derive a solution.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is normally performed in a typical interior office work environment which does not subject the employee to any hazardous or unpleasant elements. The noise level in the work environment is usually moderate.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

Equal Employment Opportunity:

The company is committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, sex, marital status, sexual orientation, gender identity or expression, pregnancy, religion, national origin, age (40 and over), disability, military status, genetic information, or any other basis protected by applicable federal, state, or local laws.

Americans with Disabilities Act:

Applicants as well as employees who are or become disabled must be able to satisfactorily perform the essential job functions of the position either with or without reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall review reasonable accommodations on a case-by-case basis in accordance with applicable law.

Job Responsibilities:

The statements reflect the general duties and responsibilities considered necessary to perform the essential functions of the job and should not be considered as an all-inclusive list of all the work requirements of the position. The company may change the specific job duties with or without prior notice based on the needs of the organization.