About the job
Join our dynamic team as a US Mortgage Customer Specialist, where your empathetic nature and commitment to exceptional service will shine. In this role, you will provide tailored support to customers making crucial financial decisions, ensuring they feel informed, confident, and valued throughout their journey. Ideal candidates thrive in fast-paced environments and take pride in delivering top-notch, concierge-level service.
While a background in luxury hospitality or private banking is not necessary, your service-oriented mindset is essential. You will excel at making customers feel comfortable, understood, and supported.
Key Responsibilities
Deliver live, concierge-style support through phone, chat, and other real-time communication channels.
Guide customers clearly through our products and processes, ensuring confidence in their next steps.
Document customer interactions and outcomes accurately within our internal systems.
Identify recurring customer inquiries or friction points and collaborate with product and operations teams to provide insights.
Make outbound calls to introduce our services to new leads.
Resolve or escalate customer complaints through the appropriate channels.
Maintain high standards of professionalism, privacy, and meticulous attention to detail when handling sensitive customer information.
Qualifications
Required: 2+ years of experience in Sales, Customer Service, HELOC/Mortgage/Real Estate Financing.
Excellent verbal and written communication skills.
Capacity to quickly learn new products and processes.
Self-motivated with the ability to multitask and perform under pressure with minimal supervision.
Strong attention to detail and commitment to follow-through.
Bachelor’s degree in Business Administration, Accounting, Finance, or equivalent experience.
Preferred: Multilingual skills.
Preferred: Experience in fintech, financial services, or regulated industries.
Schedule: Must be available to work US Hours (Pacific Standard Time).
