Customer Service Representative I, Texas

Our Client, a Mortgage and Real Estate Services company, is looking for a Customer Service Representative I for their Irving, TX location.

 

Responsibilities:

Responsible for answering routine questions and issues about products and services from internal and external customers

Effectively resolves inquiries or escalates concerns in a timely fashion

Follows standard procedures and guidelines

Understands how assigned duties relate to others within the team and how the team integrates with related teams

Impacts own team through the quality of the support provided

Recognizes and solves typical problems; selects solutions from established options

Communicates moderately complex information in routine situations, typically within own team

Works under general supervision with limited ability to modify approach

Individual contributor having no supervisory responsibilities; manages own workload

Performs all other duties as assigned by management

 

Requirements:

Skills/Experience: Typically requires 2+ years of related work experience

Strong communication skills (both verbal and written) to interact effectively with clients and lenders.

Active listening skills to understand and address customer concerns properly.

Patience and empathy when dealing with stressful situations or confused customers.

The ability to assess issues and determine the correct steps to resolve them.

Critical thinking to handle escalated concerns or unique situations effectively.

Proficiency in using call center software (e.g., CRM systems) and other office tools like email and word processors.

Typing skills to quickly input and retrieve data.

The ability to handle multiple cases simultaneously while ensuring accuracy.

Staying organized when managing high call volumes.

High accuracy in documenting customer interactions and processing information correctly to avoid errors.

The ability to de-escalate tense situations with irate customers effectively, especially in cases of loan issues or payment disputes.

A fundamental understanding of mortgage terminology (e.g., interest rates, escrow, loan types, etc.).

Familiarity with the mortgage lifecycle, such as pre-approval, underwriting, and closing.

Degree Requirements: High school diploma required; bachelors preferred

 

Why Should You Apply?

Excellent growth and advancement opportunities

 

As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, gender, sexual orientation, gender identity or express, ethnicity, national origin, age, disability status, political affiliation, genetics, marital status, protected veteran status, or any other characteristic protected by federal, state, or local laws.