Customer Service Representative Mortgage (Houston Location)

Position Overview

Take customer calls regarding the mortgage loan accounts, billing issues, product problems, service questions and general client concerns. Additionally, must place out-bound calls via telephone, maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller, while adhering to FDCPA & FCRA Federal, State and Client guidelines.

Schedule: Full-time
Salary: $15.00 per hour
Location: In person

Key Responsibilities

• Have full range of motion in wrists, fingers, and thumbs
• Be able to sit at a desk for extended periods of time
• Have normal or corrected vision to read computer screens and printouts
• Possess normal or corrected hearing to be able to hear customers and co-workers in person and via telephone
• Perform basic math functions including addition, subtraction, multiplication and fractions
• Strong oral and interpersonal communication skills
• Meet client guidelines and have clear understanding of client policies
• Must adhere to compliance expectations pursuant to FDCPA and other Federal, State, and local laws
• Update consumers account information during and after each call
• Identify payment options; setup payment arrangements as appropriate
• Must have good customer service skills and ability to work in a team environment
• Required to maintain daily and monthly service level expectations
• Initiate effective outbound calls and receive inbound calls
• Produce and arrange payment solutions for customers
• Provide account updates to management as appropriate
• Ensure client/company quality standards are met
• Work assigned group of accounts
• Assure the best interests of the company are maintained
• Provide management with information on any suspected work or personnel problems
• Participate in continued training in UDAAP and compliance policies
• Perform other duties as required and as assigned
• Maintain professional, courteous treatment of clients, coworkers, and consumers
• Demonstrated ability to interact professionally with management, subordinates, and clients to promote a positive company image
• Meet FMA’s standards for attendance and promptness
• Demonstrate problem solving ability
• Excellent computer skills
• Working knowledge of billing practices and techniques
• Excellent verbal and written communications skills
• Ability to handle problems effectively
• A strong sense of teamwork and cooperation with management and coworkers

Required Qualifications

• High school Diploma or equivalent
• Previous customer service billing experience a plus
• Proficiency in basic Microsoft Office applications
• Must be able to pass a background check and drug screen as permitted by law

Benefits & Perks

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance