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Job Description

The Customer Care Specialist plays an important role in the organization by performing a number of activities related to the company’s production functions. The role is primarily responsible, under direct supervision, for providing administrative support to originators, which may include managing databases, making calls on behalf of the originator and providing an organized lead management system to assigned group.

ESSENTIAL FUNCTIONS

• Perform outbound/receive inbound calls to targeted leads made up of potential real estate agents, referral partners, past clients and/or recruits with the goal of setting appointments.

• Build and manage database of potential contacts and interest level.

• Serve as liaison between customers looking for purchase information, refinance information and/or already working with a loan officer; verify customer information in Salesforce to ensure proper assignments.

• Ensure data integrity within lead management system.

• Schedule follow up reminders for calls in the database.

• Memorize call scripts in order to ease conversations.

• Manage client and referral partner databases including daily call logs; provide metrics related to reported data.

• Schedule client and/or partner meetings and confirm appointments.

• Attend company-sponsored training events to better understand the business model and expand mortgage knowledge.

• Provide above and beyond customer service by providing a personal touch such as calling customers on their birthdays and building a positive rapport with them and their referral partners.

• Be dedicated to meeting the expectations and requirements of internal and external customers; acquire firsthand customer information and use it for relevant improvements in products and services; act with the customer in mind; establish and maintain effective relationships with customers and gain their trust and respect.

• Perform other duties and provide administrative support as needed.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

- High school diploma or equivalent

- One year of experience in an equivalent role with experience handling incoming calls and transferring those calls appropriately

- Data entry experience

- Ability to multitask - Bilingual (Spanish)

- SAP experience