Remote Mortgage Customer Service Representative

divh2Job Opportunity / h2pMCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry. / ppThis position supports customer service for mortgage customers. This role requires you to interact with hundreds of customers each week across the country to resolve support issues and ensure a best-in-class customer experience. You will need to be confident, fully engaged, a team player, and dedicated to bringing a positive and enthusiastic outlook to work each day. / ppTo be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test. / ph2Position Responsibilities / h2pstrongKey Responsibilities : / strong / pulliHandle inbound customer calls in a courteous, timely, and professional manner / liliListen to customers, understand their needs, and resolve customer issues / liliEscalate customer issues to the appropriate staff and managerial for resolution as needed / liliEnsure first call resolution through problems solving and effective call handling / liliFollow the processes of the Client program and perform all tasks in a courteous and professional manner / liliUtilize knowledge base and training to accurately answer customer questions / liliCreate and maintain customer CRM records with accurate call details / liliAccurately document call resolution in appropriate systems / liliStrictly follow client process for handling financial issues and inquiries / liliComply with requirements surrounding confidential information and personal information / liliFollow all required scripts, policies, and proceduresAdhere to all attendance and work schedule requirements including all scheduled training / li / ulh2Candidate Qualifications / h2pstrongWonder If You Are A Good Fit For This Position? / strong / ppIts about building relationships and turning the knowledge you gain in training into customer wins. MCI provides all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. Ideal candidates for this position are highly motivated, energetic, and dedicated. / ppstrongRequired / strong / pulliMust be 18 years of age / liliHigh School Diploma or Equivalent / liliThe ability to multi-task using multiple screens and systems while talking on the phone with customers. / liliThe ability to type swiftly and accurately 30-45 Words per minute / liliThe ability to read and speak English fluently / liliFamiliarity with computer and Windows PC applications and the ability to learn new and complex computer system applications including corporate intranet / liliBasic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook including Sharepoint) / liliExcellent organizational, written, and oral communication skills / liliThe ability to multi-task across multiple systems and screens while speak to customers. / liliMust be customer service oriented (empathetic, responsive, patient, and conscientious) / liliStrong team orientation and customer focus with a positive attitude / liliHighly reliable with the ability to maintain regular attendance and punctuality / liliAptitude for issue identification and problem solving / liliThe ability to thrive in a fast-paced environment where change and ambiguity are prevalent / liliAn aptitude for conflict resolution and problem solving / liliThe ability to demonstrate good judgement when making decisions surrounding account inquiries, resolution paths, and call handling / liliExcellent interpersonal skills and the ability to build relationships with your team and customers / li / ulpstrongPreferred / strong / pulliRelevant experience in banking or financial services is a plus / liliExperience with data-entry utilizing a computer - proven professional writing and communication abilities to be able to support the customer is a plus / li / ulh2Conditions Of Employment / h2pstrongAll MCI Locations / strong / pulliMust be authorized to work in the country where the job is based. / li / ulpstrongSubject to the program and location of the position / strong / pulliMust be willing to submit up to a LEVEL II background and / or security investigation with a fingerprint. Job offers are contingent on background / security investigation results. / liliMust be willing to submit to drug screening. Job offers are contingent on drug screening results. / li / ulh2Compensation Details / h2pstrongWant An Employer That Values Your Contribution? / strong / ppAt MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members. / ppstrongWhat You Can Expect From MCI : / strongWe understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy : / pullistrongPaid Time Off / strong : Earn PTO and paid holidays to take the time you need. / lilistrongIncentives Rewards / strong : Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacationsand sometimes even cars! / lilistrongHealth Benefits / strong : Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 90 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location. / lilistrongRetirement Savings / strong : Secure your future with retirement savings programs, where available. / lilistrongDisability Insurance / strong : Short- and long-term disability coverage is available to help protect you during unexpected challenges. / lilistrongLife Insurance / strong : Access life insurance options to safeguard your loved ones. / lilistrongCareer Growth / strong : With a focus on internal promotions, employees enjoy significant advancement opportunities. / lilistrongPaid Training / strong : Learn new skills while earning a paycheck. / lilistrongFun, Engaging Work Environment / strong : Enjoy a team-oriented culture that fosters collaboration and engagement. / lilistrongCasual Dress Code / strong : Be comfortable while you work. / li / ulpstrongCompensation Benefits That Fit Your Life / strongMCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same : rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued. / ppIf youre ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today! / ph2Physical Requirements / h2pThis job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit / stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds. / ph2Reasonable Accommodation / h2pConsistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources. / ph2Diversity And Equality / h2pAt MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on a persons merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCIs commitment to a diverse and equal-opportunity work environment. / ppMCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected / p / div