Mortgage Customer Service Expert

Harrison National Employment
September 12, 2020
Mount Laurel Township, NJ
Job Type


The Mortgage Customer Service Expert is responsible for handling a high phone volume and assisting customers with the processing of their mortgage. The Mortgage Customer Service Expert will either respond to the customer with the requisite information or have calls escalated in a timely and documented fashion to appropriate departments.

This position will begin as a remote, work from home, position due to COVID-19. However, you must be commutable to Mount Laurel, NJ in order to be considered for this role. Return to office is expected in 2021.

Essential Job Functions:

         Answers inbound from the Message Center and responds to customer requests within established timelines in order to maintain service level expectations and deliver quality service to customers.

         Responsible for assuring all regulatory requirements are met concerning customer interaction by explaining policies and procedures courteously and patiently.

         Maintains confidentiality of customer’s nonpublic information.

         Provides information and knowledgeable assistance regarding mortgage loans by retrieving loan information and providing customers their information quickly and efficiently.

         Builds customer relationships by actively listening and resolving complaints quickly, efficiently and accurately.

         Additional job duties as assigned. Able to demonstrate a willingness to learn

         Computer proficiency is essential

         Able to adhere to schedules, multitask and meet deadlines

         Demonstrates good listening skills, strong customer service skills

         Professional communication skills (both verbal and written)

         Able to work in a fast-paced team environment


Education and/or Experience:

         1-3 years of customer service or call center experience required. 

         Previous mortgage, banking or financial services call center experience a plus.

         High School diploma or GED is required.

         Solid work history and tenure – minimal gaps *provide explanations

         Bi-lingual a Plus

Reasoning Ability:

                     Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. 

                     Ability to deal with problems involving several concrete variables in standardized situations.

Physical Demands:

                     The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 

                     Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

                     While performing the duties of this job, the employee is frequently required to sit and talk or hear.  The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. 

                     The employee must occasionally lift and/or move up to 25 pounds.

Work Environment:

                     The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. 

                     Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

                     The noise level in the work environment is usually moderate.

Employer’s Rights:

                     This job description does not list all the duties of the job. You may be asked by your supervisors or managers to perform other duties.

                     You will be evaluated in part based upon your performance of the tasks and functions listed in this job description.

                     The employer has the right to revise this job description at any time.

                     The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

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