Customer Service Representative
Houston, TX, United States
**Customer Service Representative**
**Job Description**
**Who we are**
**Duties & responsibilities** The successful candidate will:
* Handle all homeowner phone calls in a positive, courteous, and helpful manner.
* Identify homeowners concerns, research their issues, and provide answers that meet their needs.
* Develop workable solutions that satisfy our homeowners, our client/investors, and our company.
* Provide exceptional service during every contact with our homeowners.
* Process homeowners mortgage payments.
* Achieve company performance goals.
* Take part in continuous training in company policies/procedures and industry regulations.
**Skills & abilities**
The successful candidate needs:
* English fluency.
* Outstanding professional telephone communication skills.
* The ability to work from home is a must during Covid-19.
* Must be able to commute daily to office when the time comes.
* The ability to work well with homeowners of any mood or personality type.
* A positive attitude, with an eagerness to solve problems.
* Excellent reasoning and research skills; the ability to see the "big picture" *and* manage the details.
* The ability to safeguard confidential homeowner and company information.
* A strong work ethic, high integrity, and well-organized mindset.
* The ability to follow instructions but work with minimal direct supervision.
* Excellent keyboard skills.
* Ability to quickly learn new computer software.
* Preferred experience with Hyland OnBase software (document imaging system) or similar solution.
* Spanish or bilingual is a plus.
**Education & experience**
* High-school diploma (or equivalent).
* Over 1 year of inbound/outbound call-center experience.
* Mortgage experience preferred.
**Hours & System Requirements**
* Your hours and shift will vary based on call volume and business need, but there is an expectation that a successful candidate will work in a full-time capacity which will include 8 hours daily.
+ Available shifts:
- 8:00 am - 5:00 pm, Monday-Friday, Rotating weekends
- 9:00 am - 6:00 pm, Monday-Friday, Rotating weekends
- 10:00 am - 7:00 pm, Monday-Friday, Rotating weekends
* Ability to work from home TEMPORARILY, then must be able to commute to the office.
* Secure home office consisting of:
+ Dedicated high-speed Internet (Cable, DSL, Fiber) with access via a hardwired connection (not wi-fi)
+ Dedicated space where others cannot hear voice conversations, is free from background noise and other distractions
Suitable ergonomic Chair and desk combination suitable for use to handle a desktop PC and laptop, two monitors, keyboard, mouse and assorted network gear.
**Company Perks**:
* 15 Paid Time Off (PTO) days and 18 after 1st anniversary!
* 8 Paid Holidays
* Employee Engagement Activities
**Company Benefits**:
* Medical (including Health Savings Account & Flexible Savings Account)
* Dental - RX - Vision - Life, Disability Insurance - 401(k) Plan with company match! - Employee Assistance Plan
* Tuition-Assistance Programs
* Performance-based Incentives
* Pet Insurance
* Advancement Opportunities
**Newrez NOW:**
* Our Corporate Social Responsibility program, Newrez NOW, empowers employees to become leaders in their communities through a robust program that includes volunteering, philanthropy, nonprofit grants, and more
* 1 Volunteer Time Off (VTO) day, company-paid volunteer day where all eligible employees may participate in a volunteer event with a nonprofit of their choice
* Employee Matching Gifts Program: We will match monetary employee donations to eligible non-profit organizations, dollar-for-dollar, up to $1,000 per employee
* Newrez Grants Program: Newrez hosts a giving portal where we provide employees an abundance of resources to search for an opportunity to donate their time or monetary contributions
**Equal Employment Opportunity**
We're proud to be an equal opportunity employer- and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.
**Application Instructions**
Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!
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**Customer Service Representative**
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**Posted**: 8/23/2021
**Job Reference #**: R1596