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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service skills with the ability to resolve issues effectively while maintaining high performance metrics. Proficient in using telephony systems and possesses basic mortgage product knowledge to assist customers accurately.
Highest-signal resume keywords
Customer Service PrinciplesCall Center ExperienceExcellent Communication SkillsProblem-Solving SkillsAttention to Detail
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Mortgage Product KnowledgePerformance MetricsCustomer Issue ResolutionInformation EvaluationDocumentation Skills
Soft Skills
Strong Attention to DetailProblem Analysis Skills
Tools & Technologies
Advanced Telephony System
Certifications & Qualifications
High School Diploma or Equivalent
Industry Keywords
Customer ExperienceInbound CallsOutbound CallsEscalation ProceduresQuality Standards
About the role
Key responsibilities & impact- Assist homeowners with routine or complex issues and requests in a call center environment
- Use an advanced telephony system
- Provide customer service, explain mortgage-based processes, and make decisions to resolve customer issues
- Handle inbound and outbound customer calls while meeting performance metrics and quality standards
- Take ownership of the customer experience in accordance with LoanCare brand expectations
- Apply judgment and process knowledge to resolve customer issues
- Obtain and evaluate relevant information to handle inquiries and complaints accurately and efficiently
- Track and document customer communications
- Identify root causes and explain the best solution to resolve concerns
- Achieve monthly individual and team performance goals
- Follow escalation procedures and direct unresolved requests to designated resources
- Perform other duties as assigned
Requirements
What you’ll need- High School Diploma or equivalent required.
- Knowledge of customer service principles and practices
- Excellent communication skills
- Strong attention to detail and accuracy
- Problem-solving and problem analysis skills
- 2 years of Call Center or Customer Service experience preferred
- Basic mortgage product knowledge preferred
- Quiet, private place in the home
- High-speed internet connection with minimum download speed of 25 MBPS and upload speed of 10 MBPS
- Ability to attend work and be productive during normal business hours and work early, late, or weekend hours as needed
- Overtime required as necessary
Benefits
Comp & perks- Optional medical, dental, vision, life, and disability insurance
- Paid holidays, vacation, and sick leave
- Fidelity National Financial matching 401(k)
- Employee stock purchase plans
- Free Calm memberships and mental health resources
- Physical and emotional wellness initiatives
- Employee recognition programs
- Gym membership discounts
- Pet insurance discounts
- Employee purchasing programs
- Tuition reimbursement program
- Necessary work equipment provided
- Remote work flexibility
- Virtual engagement opportunities