Mortgage Call Center Representative

Summary: Churchill Mortgage Corporation is a nationwide company that has been providing mortgage services for over 30 years. They are seeking a dedicated and passionate Mortgage Call Center Representative to assist customers in navigating the mortgage process, ensuring they feel confident and cared for throughout their journey to homeownership. Responsibilities: - Handle inbound and outbound calls related to mortgage applications, loan servicing, and general inquiries - Assist customers with online account access - Represent Churchill Mortgage in a professional manner - Use scripts to identify a prospect situation, screen, record information, and connect with a Home Loan Specialist - Correspond with customers via phone, email, text, or chat - Perform various tasks to support the Sales Conversion department's commitment to each branch for calls or projects - Determine the needs of clients through effective listening and questioning skills - Make outbound calls to identify client's needs and respond by providing superior service and resolution - Answer rollover calls and direct to appropriate team member - Demonstrate proficiency with Lead Management CRM System - must be able to move seamlessly through records, search & find, add new records, review history, change status, identify duplicate, etc - Make an average of 130 calls per day to prospective clients that have inquired about a mortgage - Guide customers through a short form loan application online as needed - Serve as a backup to our receptionist for breaks/lunch on a rotating schedule with the entire Sales Conversion team - Meet performance goals while prioritizing care and integrity - Other duties as assigned Required Qualifications: - Is humble, hungry & smart - Possesses the ability to work both in a team atmosphere and independently - Has exceptional verbal & written communication skills - Wants to be part of a highly motivated team with a proven track record of success that also has a lot of FUN - Must be coachable and willing to learn - Must come to win every day with a great attitude. We believe attitude is everything! - Must be organized, independent, resourceful, and diligent - Must be able to work at a fast pace - Must be able to stay calm under pressure - Ability to multitask across systems while maintaining accuracy and empathy - Familiarity with mortgage terminology and loan lifecycle (origination, closing, servicing) - High school diploma or equivalent - 1+ year of customer service or call center experience - Strong communication and active listening skills - Ability to multitask across systems while maintaining accuracy - Moderate to Proficient experience in Microsoft Office (Word, Excel, Outlook, etc). Experience working with CRM system - Must be able to pass a criminal history information background check Preferred Qualifications: - Familiarity with mortgage or financial terminology a plus Required Skills: Mortgage Terminology, Loan Lifecycle Knowledge, Customer Service, Call Center Experience, Microsoft Office, CRM System, Resourcefulness, Diligence, Multitasking, Empathy, Work in a Team, Coachable Attitude Benefits: Medical, Dental, Vision, HSA, FSA, Life, Disability, Accident, Cancer, Critical Illness, Paid Time Off in addition to sick days and floating holidays, 401(k), ESOP (Employee Stock Ownership Program)