Remote Mortgage Customer Service Representative

• 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 managerial for resolution as needed • Ensure first call resolution through problems 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 proceduresAdhere to all attendance and work schedule requirements including all scheduled training • 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 managerial for resolution as needed • Ensure first call resolution through problems 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 proceduresAdhere to all attendance and work schedule requirements including all scheduled training

LOCATION Remote Work-at-Home POSITION OVERVIEW MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend 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, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization. This 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. 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. POSITION RESPONSIBILITIES Key Responsibilities: • 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 managerial for resolution as needed • Ensure first call resolution through problems 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 proceduresAdhere to all attendance and work schedule requirements including all scheduled training CANDIDATE QUALIFICATIONS WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION? 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 all positive, driven, and confident applicants are encouraged to apply. Ideal candidates for this position are highly motivated, energetic, and dedicated. Required • Must be 18 years of age • High School Diploma or Equivalent • The ability to multi-task using multiple screens and systems while talking on the phone with customers. • The ability to type swiftly and accurately 30-45 Words per minute • The ability to read and speak English fluently • Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications including corporate intranet • Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook including Sharepoint) • Excellent organizational, written, and oral communication skills • The ability to multi-task across multiple systems and screens while speak to customers. • Must be customer service oriented (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 • Aptitude for issue identification and problem solving • The ability to thrive in a fast-paced environment where change and ambiguity are prevalent • An aptitude for conflict resolution and problem solving • The ability to demonstrate good judgement when making decisions surrounding account inquiries, resolution paths, and call handling • Excellent interpersonal skills and the ability to build relationships with your team and customers Preferred • Relevant experience in banking or financial services is a plus • Experience with data-entry utilizing a computer - proven professional writing and communication abilities to be able to support the customer is a plus ABOUT MCI (PARENT COMPANY) MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services. In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa's Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI's subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines. Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsou