Mortgage Call Center Representative
Job description
Job Description
Walking into the TMS office you instantly feel the energy of our team. The bright and colorful space creates a casual happy environment. The connection you feel from the smiling faces and team comradery will make you feel right at home.
This Entry Level Customer Service role provides up to 3 weeks of vacation your first year PLUS sick pay, and health benefits that kick in within 30 days. PLUS our internal promotion process within 6 months provides room to GROW!
About TMS
Founded in 1997, TMS is a national company headquartered in the Greater Phoenix Metro area. Housing a variety of customer-facing roles as well as many specialized mortgage and loan servicing roles, our newly remodeled, beautiful, and ideally centralized office sits on over 77,000 sq ft of land to accommodate our rapid expansion and specialized business needs. Our office features built-out offices, conference rooms, break rooms, lounge areas, cafeteria, a beautiful lobby area and other spaces required for company functions. We take pride in being an innovative, autonomous, customer-service focused, and tech-oriented company. By living our Core Values of People Matter, Inspiring Leadership, Strength of Character and Rock Solid Service, we have created a culture of excellence that strives to provide the one thing that all of our customers seek: The Perfect Customer experience!
What you will do
- Answer all borrower calls and verify account information provided through servicing system
- validation in compliance with all data privacy regulations
- Identify borrower’s request/inquiry through effective listening skills
- Follow and deliver scripted campaigns to the borrowers for determining proper transfer workflow to appropriate departments
- Exceed all Daily, Weekly and Monthly call performance targets/metrics (e.g. answer time, abandon rate) as set forth by management
- Maintain quality customer service at all times by following all company established protocols Articulate service options and resolutions to TMS borrowers and service providers (e.g. brokers/correspondents)
- Provide pertinent feedback/information to supervisors upon request
- Perform other duties as assigned
Requirements
- Required to perform each essential duty satisfactorily
- Two years’ Customer Service experience in a customer call center is preferred
- Mortgage industry and/or Financial Services experience is a plus
- Ability to build rapport quickly to convert inquiries into proper transfers to departments/agents for resolution
- Ability to handle high volume of phone calls
- Ability to multitask and effectively manage time
- Ability to communicate effectively – both in written and verbal form.
- Desire to take personal responsibility to complete tasks and solve problems.
Required Computer and Software Competencies:
- Proficient in Microsoft Office Suite - Word, Excel, PowerPoint, Outlook
- Working knowledge of Windows 10 and Internet Explorer
Education
High School diploma required; some college preferred
EEO Statement:
We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
Job Type: Full-time
Pay: $18.00 - $18.50 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Paid training
- Parental leave
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
- Overtime
- Weekend availability
Supplemental Pay:
- Bonus pay
Ability to commute/relocate:
- Phoenix, AZ 85034: Reliably commute or planning to relocate before starting work (Required)
Work Location: One location
