Servicing Customer Service Representative
Posted on: 2 Nov 2021
Farmers Branch, TX
Job Description
When you can find a greater purpose in your work, your potential is limitless. That’s the mindset that drives our team at Homepoint, as we strive to support the American dream of financially healthy, happy homeownership.
Homepoint is a rising star in the mortgage industry with a culture that encourages community, caring, and open communication. What makes our team special is our people-first philosophy, as we empower and encourage our associates to speak up, become innovators and make impactful changes – no matter what position they hold within the company.
Homepoint is one of the fastest-growing mortgage lenders in the U.S. – already the third-largest wholesale lender and a Top-10 correspondent lender. Founded in 2015, we are headquartered in Ann Arbor, MI and offer positions throughout the nation – many of which are remote. Our team has grown to include more than 3,500 associates and we service more than 400,000 customers nationwide.
If you thrive in a fast-paced environment and are looking for an opportunity to grow and develop your career, then we have the perfect opportunity for you!
The Servicing Customer Service Representative supports Homepoints customers and employees by providing superior customer service, presenting a professional image, and maintaining excellent communication with all Homepoint customers and/or offices. This individual will be responsible for providing an exceptional experience for all customers through administrative support for management level personnel, management of phone call activity, and managing final documents for mortgage loans.
Confer with customers by telephone or in person to provide information about products and services.
Maintain accurate records of all customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as action taken to resolve any problems.
Resolve customers’ service or billing requests and comments.
Resolve product or service issues by clarifying the customer’s request, determining the cause of the request, selecting and explaining the best solution to solve any issues, expediting correction or adjustment, following up to ensure resolution.
Contact customers to respond to inquiries or to notify them of claim investigation results.
Refer unresolved customer grievance or inquiries to designated departments for further investigation.
Maintain customers’ records by updating account information.
Focus on resolving customer requests in the initial call (first call resolution).
Recommend process improvements as items are discovered responding to customer requests.
Perform all other duties as requested or assigned.
REQUIREMENTS:
High school diploma required; college degree preferred.
Bilingual in Spanish required.
Mortgage experience required.
Minimum of two years' Customer Service experience.
Previous MSP experience
Familiarity with Customer Service database operations.
Mortgage industry and/or Financial Services experience is a plus
Home Point Financial
Ann Arbor, MI
Homepoint is a national multi-channel mortgage originator and servicer. The company brings an innovative approach to lending, focusing on speed, quality and consistency for customers and partners. Uniquely, Homepoint retains over 95% of originated loans for in-house servicing, a cornerstone to its Customer for Life approach. The company was founded in 2015 and headquartered in Ann Arbor, Michigan. For more Information visit homepoint.com
We’re on a mission to create financially healthy, happy homeowners. While the business of mortgages involves rates, products, dollars, and data, it's really about people. Behind every mortgage is a person, a family, a dream.
We’re here to support people at each stage of the homeownership journey—from the borrowers who represent our customer base, to the mortgage brokers and correspondent partners who count on us to help grow their businesses, to our associates who care for our all of our customers, and each other.
We believe that homeownership enriches lives and strengthens communities. Approached correctly, owning a home is about much more than just a roof over your head—it’s a crucial point in the path towards broader financial well-being.
Our growth has been fast, but also thoughtful. We continuously invest in our partners, our technology and our people to create an exceptional homebuying and homeownership experience. We pride ourselves on driving success for our customers, our partners and our associates across all economic cycles.
In just five years, we have grown to become the third-largest wholesale lender and 10th-largest non-bank lender in the country. We have over 300,000 customers and a nationwide network in excess of 5,500 partners.
We are part of—not apart from—the communities we serve and the world we share. Underscoring this point, we founded the Homepoint Foundation in 2020 to empower individuals to achieve their dreams through investment, education and support.
We’re focused on helping to build a mortgage industry that is more inclusive and diverse, more prosperous, and full of opportunity for aspiring professionals who want to thrive in a meaningful career.
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IndustryReal Estate Services
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No. of Employees2,500 +
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Jobs Posted76
