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Customer Support Specialist

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Description

Summary

The Customer Support Specialist serves as a Point of Contact Agent, they are an information link between the customer and the business line. The overall purpose of this position is to engage the customer in verbal and written form while obtaining documents needed to move them into closing within the established lock period. The Customer support Specialist  will assist and support the borrower collectively with internal departments, by keeping them informed, and resolving any potential issues or concerns.   

Essential Job Functions may include:

  • Ability to effectively and professionally communicate via phone and email.
  • Maintain customer focus at all times by strictly adhering to FMC’s Customer Service Standards, taking ownership of all inquiries and proactively following through resolution.
  • Proactively providing status and address customer inquiries while in contact with the customers.
  • Generating outbound calls when contact is needed throughout the process.
  • Answering/Responding to inbound customer calls providing accurate up to date status, and reaffirming outstanding loan conditions required to move loan application to closing prior to the original Rate Expiration date.
  • Validate loan and customer data, document and provide updates to applicable loan operating systems.
  • Conference in various department SME’s as needed to resolve issues and answer questions.

Other Related Duties:

Customer Support Specialist should be versed in the mortgage process flow and established SLA’s.  Overall the OCA should be highly skilled on the phone, very organized and able to handle the overall customer experience with outstanding service.

Supervisory Responsibilities:

This job has no supervisory responsibilities.

 


Qualifications:  

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Education and/or Experience:

4 year college degree preferred or one to two years related experience and/or training;

or equivalent combination of education and mortgage call center or processing experience.

  Language Skills:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write proper emails internally and externally. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry. 

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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.