Experienced Customer Service Representative – Bilingual Preferred – Mortgage Banking Firm

At blithequark, we're dedicated to providing affordable home financing solutions for our customers, utilizing the best terms available while delivering unparalleled professionalism and service in the lending industry. As a mortgage banking firm with a rich history dating back to 1960, we're committed to serving the home owner/buyer with a level of expertise and care that sets us apart from the rest. We're seeking an experienced Customer Service Representative to join our team, someone who is passionate about delivering exceptional customer service, is fluent in Spanish (bilingual preferred), and has a proven track record of success in high-volume customer service roles. If you're a motivated and detail-oriented individual who thrives in a fast-paced environment, we encourage you to apply for this exciting opportunity.

About the Role

As a Customer Service Representative at blithequark, you'll play a vital role in ensuring that our customers receive the highest level of service and support. Your primary responsibilities will include:

• Answering and servicing calls in a professional, timely, and efficient manner
• Building rapport with customers by greeting them in a courteous, friendly, and professional manner
• Listening attentively to customer needs and concerns, demonstrating empathy and patience
• Exploring, analyzing, and responding to customers' issues and concerns via phone, email, and written correspondence
• Using decision-support computer software programs to respond to typical customer work/service order inquiries and requests
• Verifying customers' understanding of the servicing of their loan and clarifying/providing additional information as needed
• Providing accurate and complete information to resolve issues and following up on any outstanding issues or commitments promptly and when promised
• Preparing complete and accurate call notes, written documentation, and updating customer files in the system
• Communicating effectively with individuals/teams to ensure high-quality and timely responses and resolutions to customer requests
• Transferring misdirected customer requests to the right party and escalating calls when needed
• Contributing ideas and suggestions to resolve problems, provide a great customer service experience, and/or improve productivity
• Participating in activities designed to improve customer satisfaction and business performance
• Staying current on changes in industry regulations
• Demonstrating and promoting blithequark's Core Values

Essential Qualifications

* Bilingual in Spanish is preferred

• High school diploma or equivalent preferred, along with a minimum of two years total work experience in high-volume customer service roles
• Prior experience in consumer/mortgage lending, banking, or related industries/positions strongly preferred
• Passionate about delivering excellence in customer service within a team environment
• Demonstrate patience and professionalism when interacting with consumers
• Ability to work in a sometimes emotionally demanding role that requires patience and professionalism while interacting with consumers experiencing financial and emotional stress
• Excellent verbal and written communication skills required
• Highly organized and detail-oriented; ability to work in a fast-paced, metrics-driven environment required
• Basic math skills required
• Proficiency with data entry, Microsoft Word, Excel, PowerPoint, and Outlook required
• Familiarity with document retention software; Blitzdoc preferred

Preferred Qualifications

* Experience working in a mortgage banking or related industry

• Familiarity with loan servicing and customer relationship management software
• Certification in customer service or a related field

Work Environment and Culture

At blithequark, we're committed to creating a positive and inclusive work environment that supports the growth and development of our employees. Our office is a dynamic and fast-paced environment where you'll have the opportunity to work with a talented team of professionals who share your passion for delivering exceptional customer service.

Compensation and Benefits

We offer a competitive compensation package, including:

• Hourly rate: $22-$23 per hour
• Medical, dental, vision, life insurance, AD&D, LTD, and 401(k) with employer match
• Pleasant work environment and opportunities for career growth and development

How to Apply

If you're a motivated and detail-oriented individual who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our website.

Equal Opportunity Employer

blithequark is an Equal Opportunity Employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive and respectful of all employees, and we strive to provide equal opportunities for employment and advancement to all qualified individuals.

Targeted Salary Range: $22/hr to $23/hr

Shift Schedule: 8:30am - 5pm PST M-F Compensation at blithequark is influenced by a wide array of factors, including but not limited to local and federal minimum wage requirements, education, level of experience, and applicant's geographical location. REQ#: CUSTO016251 Apply Job! Apply for this job