Engage with customers through chat or voice channels to address inquiries concerns and requests related to mortgage products services and account information.
Provide accurate and comprehensive information about mortgage options interest rates loan terms and other relevant details to assist customers in making informed decisions.
Assist customers in navigating our online platforms and selfservice tools guiding them through account setup payments document submission and other online activities.
Collaborate with internal teams such as loan officers underwriters and account managers to resolve complex customer issues and escalate cases as necessary.
Ensure all interactions are handled professionally efficiently and in compliance with company policies and industry regulations.
Maintain detailed and accurate records of customer interactions transactions and inquiries using the companys CRM system.
Identify opportunities to upsell or crosssell additional mortgage products and services based on customer needs and preferences.
Stay up to date with industry trends product updates and company policies to provide accurate and current information to customers.
Participate in ongoing training sessions to enhance product knowledge communication skills and customer service techniques.
Contribute to a positive team environment sharing insights and best practices with fellow team members to improve overall customer satisfaction.
