Customer Service Representative

CrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender with more than 9,000 employees operating over 700 branches and servicing loans across all 50 states, D.C. and Puerto Rico. Our company has been recognized ten times on the Inc. 5000 list of America's fastest-growing private businesses and has received many awards for our standout culture.

A culture where you can grow! CCM has created an exceptional culture driving employee engagement, exceeding employee expectations, and directly impacting company success. At our core, our entrepreneurial spirit empowers every employee to be who they are to help us move forward together. You’ll get unwavering support from all departments and total transparency from the top down.

CCM offers eligible employees a competitive compensation plan and a robust benefits package, including medical, dental, vision, as well as a 401K. We also offer company-provided short-term disability, an employee assistance program, and a wellness program.

Position Overview:
CrossCountry Mortgage’s Customer Service Representative positions are entry level positions to begin a new career in the mortgage industry. This position provides the essential tools and foundation to ensure career success and maintain the utmost level of customer satisfaction.

Job Responsibilities:

• Take inbound leads via corporate phone system.

• Gather basic customer information and identify customer needs.

• Assist Licensed Loan Officers in obtaining leads by coordinating communication and transferring identified customer via corporate phone system.

• Utilize corporate training methods and tactics in converting potential prospects to CCM customers.

• Schedule initial appointments as well as maintaining database to ensure customer service expectations are met.

• Appropriately classify and distinguish each lead contacted.

• Manage high volume of incoming phone calls.

• Apply training to live interactions with CCM clients both internally and externally.

Qualifications and Skills:

• High School diploma or equivalent.

• 1 year of experience as a telemarketer or similar sales/customer service role.

• Microsoft Office Suite (i.e. Word, Excel, PowerPoint and Outlook)

• Excellent communication and customer service skills.

• Excellent prioritization and time management skills.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.