Remote Mortgage Customer Service Representative

Remote Mortgage Customer Service Representative

5 months ago – Be among the first 25 applicants.

Remote Work-at-Home
• Full-Time
• Hourly + Bonus

LOCAL REPRESENTATIVE:
Paid Training, Paid Time Off, Medical, Dental, Vision, Life Insurance, Retirement, Advancement Opportunity, Flexible Schedules, Daily Contests, Prizes, Casual Dress Code, Regular Raises

MCI is one of the fastest‑growing tech‑enabled business services companies in the USA, operating across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries. Our contact centers are powered by both on‑site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.

This position supports customer service for mortgage customers. You will interact with hundreds of customers each week across the country to resolve support issues and ensure a best‑in‑class customer experience. You need to be confident, fully engaged, a team player, and dedicated to bringing a positive and enthusiastic outlook to work each day.

To 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.

• Handle inbound customer calls in a courteous, timely, and professional manner.
• Listen to customers, understand their needs, and resolve customer issues.
• Escalate customer issues to the appropriate staff and manager as needed.
• Ensure first‑call resolution through problem solving and effective call handling.
• Follow the processes of the client program and perform all tasks in a courteous and professional manner.
• Utilize knowledge base and training to accurately answer customer questions.
• Create and maintain customer CRM records with accurate call details.
• Accurately document call resolution in appropriate systems.
• Strictly follow client process for handling financial issues and inquiries.
• Comply with requirements surrounding confidential information and personal information.
• Follow all required scripts, policies, and procedures.
• Adhere to all attendance and work schedule requirements, including all scheduled training.

It's about building relationships and turning the knowledge you gain in training into customer wins. MCI provides all new employees with world‑class training, so positive, driven, and confident applicants are encouraged to apply. Ideal candidates for this position are highly motivated, energetic, and dedicated.

• Must be 18 years of age.
• High School Diploma or Equivalent.
• Ability to multitask using multiple screens and systems while talking on the phone with customers.
• Typing speed of 30–45 words per minute.
• Fluent English reading and speaking.
• Familiarity with computer and Windows PC applications and ability to learn new and complex computer systems, including corporate intranet.
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook, including SharePoint).
• Excellent organizational, written, and oral communication skills.
• Customer‑service orientated (empathetic, responsive, patient, and conscientious).
• Strong team orientation and customer focus with a positive attitude.
• Highly reliable with the ability to maintain regular attendance and punctuality.
• Ability to thrive in a fast‑paced environment where change and ambiguity are prevalent.
• Excellent interpersonal skills and ability to build relationships with your team and customers.

• Relevant experience in banking or financial services.
• Experience with data entry using a computer and proven professional writing and communication abilities to support the customer.

• Must be authorized to work in the country where the job is based.
• Must be willing to submit up to a Level II background and/or security investigation with a fingerprint. Offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening. Offers are contingent on drug screening results.

• Paid Time Off earning PTO and paid holidays.
• Incentives &…