Mortgage Customer Service Representative

MCI is hiring a Mortgage Customer Service Representative to support mortgage customers by resolving support issues and providing a strong customer experience. The role handles inbound calls, answers customer questions, documents interactions, and follows client procedures for financial inquiries and confidential information. ResponsibilitiesHandle inbound customer calls in a courteous, timely, and professional mannerListen to customers, understand their needs, and resolve customer issuesEscalate customer issues to the appropriate staff and managerial for resolution as neededEnsure first call resolution through problems solving and effective call handlingFollow the processes of the Client program and perform all tasks in a courteous and professional mannerUtilize knowledge base and training to accurately answer customer questionsCreate and maintain customer CRM records with accurate call detailsAccurately document call resolution in appropriate systemsStrictly follow client process for