Customer Support Specialist ( Fraud Experience - US Loan and Mortgage)

Scope of the Role:

? Responding to customer queries in a timely & effective manner via ZenDesk or other customer support tools.
? Documenting & logging issues (as well as customer compliments & complaints).
? Working with customers to help them go through our application flow when required.
? Tracking customer experiences across online & offline channels using logs, dashboards, and CRM systems.

Requirements:

? At least 2 years (and above) of experience under a US Loan or Mortgage account handling Underwriting and Fraud specific tasks
? In-depth knowledge of US Underwriting
? Experienced in customer-facing roles in a loan or mortgage account
? Superb communication, collaboration, and problem-solving skills.
? Deep investigative skills
? Proficiency, speed, and accuracy in written communication.
? Fluency, clarity, and good diction in English
? Great organizational skills & time management abilities
? Working knowledge of Excel formulas and SQL preferred
? Experience using customer communication tools (Zendesk), task management tools, Google Drive, and Email.
? Detail-Oriented - we’re a financial services company so being correct about the details matter
? Bachelor's Degree or comparable work experience in financial services
? Flexibility to work US Pacific time 10 AM to 7 PM (with a 1-hour break time in between)
? Must live in the Philippines