Promotes services and solutions through various sales and marketing activities designed to ensure customer success while maximizing revenue and market share. Provides administrative and specialized operational support to sales representatives and/or sales teams to assist with the selling and closing of products in accordance with sales goals as specified by leadership.
Job Duties:
Responsible for answering routine questionsand issues about products and services from internal and external customers
Effectively resolves inquiries or escalates concerns in a timely fashion
Follows standard procedures and guidelines
Understands how assigned duties relate to others within the team and how the team integrates with related teams
Recognizes and solves typical problems; selects solutions from established options
Communicates moderately complex information in routine situations, typically within own team
Works under general supervision with limited ability to modify approach
Individual contributor having no supervisory responsibilities; manages own workload
Performs all other duties as assigned by management
Qualifications & Skills:
High school diploma required; bachelors preferred
2+ years of related work experience, Mortgage Terminology knowledge (e.g., interest rates, escrow, loan types, etc.).
Familiarity with the mortgage lifecycle, such as pre-approval, underwriting, and closing.
Strong communication skills (both verbal and written) to interact effectively with clients and lenders.
Active listening skills to understand and address customer concerns properly.
Patience and empathy when dealing with stressful situations or confused customers.
The ability to assess issues and determine the correct steps to resolve them.
Critical thinking to handle escalated concerns or unique situations effectively.
Proficiency in using call center software (e.g., CRM systems) and other office tools like email and word processors.
The ability to handle multiple cases simultaneously while ensuring accuracy.
Staying organized when managing high call volumes.
High accuracy in documenting customer interactions and processing information correctly to avoid errors.
The ability to de-escalate tense situations with irate customers effectively, especially in cases of loan issues or payment disputes.
All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. To the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.
