Customer Service Representative – Mortgage Servicing

About Us
Moder was founded in December 2020, with the mission to positively impact the financial health of companies in need by powering their in-house processes using top talent, workflow best practices, and progressive technology.
We are a tech forward outsourcing company specializing in supporting the US mortgage, insurance, and banking industries.
Moder offers end-to-end or component-based outsourcing. We can do everything from managing one-off projects to becoming an extension of your customer service or operations team.

Our team is built by outsourcing industry experts who’ve been on the client and provider sides. They bring decades of experience in financial services and expect the highest caliber of service and delivery from our team.
We’re a company based in the US with offices in India, and the Philippines.

Job Overview
We are looking for customer service representatives that will act as a liaison, provide product/service information, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. Successful CSR’s are patient, empathetic, and passionately communicative. Everyday customer service representatives will put themselves in their customer’s shoes and advocate for them when necessary. The target is to ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction.

This role will be reporting to the Team Lead in Operations for Mortgage Servicing.

Job Role & Responsibilities
Deliver excellent customer service, responding to a variety of calls and emails from the US mortgage servicing industry
Use knowledge obtained in training to locate answers in a knowledge database to respond to customer's mortgage related requests
Identify and assess customers’ needs to achieve satisfaction
Build sustainable relationships and trust with customer accounts through open and interactive communication
Reach personal, team, and contact center performance targets
Take ownership of all customer inquiries and proactively follow through to ensure resolution
Keep records of customer interactions, process customer accounts, and document appropriately
Navigate multiple computer systems and applications, and utilize search tools to provide information to customers
Follow communication procedures, guidelines, and policies

Qualifications & Experience
College graduates, college undergraduates, or associate degree graduates
Must have at least 12-24 months of work experience in BPO industry (BFSI industry a plus)
Experience handling voice (inbound or outbound) calls (Banking/Finance industry a plus)
Work onsite in Cebu City
Excellent attention to detail
Strong verbal and written English and Spanish communication skills
Basic computer navigation skills

Benefits
Paid Training
Competitive Base Pay
Miscellaneous Allowance
Paid Time Off
Paid Holidays
HMO Benefits
Employee Referral Bonus
Excellent Growth and Advancement Opportunities

Application Process:
To apply for this position, please fill-out the application form here: Upgrade to see actual info

We will review applications and contact candidates for interviews. Thank you for your interest in this opportunity.