Experienced Remote Loan Servicing Customer Service Representative – Real Estate Loan and Lending Servicing Expertise Required

Introduction to Trophy Point Investment Group

Trophy Point Investment Group is a premier private direct lender specializing in providing flexible financing solutions for real estate professionals. Founded by West Point graduates, our company upholds the highest standards of integrity and service, making us a trusted partner in the real estate industry. We are committed to excellence and dedicated to helping our clients achieve their financial goals. As a remote Loan Servicing Customer Service Representative, you will play a vital role in managing inbound communication related to our loan services, ensuring that our clients receive exceptional service and support throughout their loan journey.

Job Summary

We are seeking a highly skilled and experienced Loan Servicing Customer Service Representative to join our team. As a key member of our loan services team, you will be responsible for managing inbound communications, providing accurate information, and resolving issues regarding loan products, applications, and processes. If you have a strong background in customer service, preferably in loan services, banking, or financial services, and are passionate about delivering exceptional service, we encourage you to apply for this exciting remote opportunity.

Key Responsibilities

• Manage Inbound Communications: Answer phone calls, emails, and other forms of communication related to Trophy Point's loan services, ensuring timely and effective responses to client inquiries and concerns.
• Provide Accurate Information: Address inquiries from clients and prospective customers regarding loan products, terms, conditions, and application procedures, providing clear and concise information to facilitate informed decision-making.
• Assist with Loan Applications: Guide clients through the loan application process, explaining necessary documentation and next steps, and ensuring that all required information is accurately completed and submitted.
• Problem Solving: Assist clients with any issues or concerns regarding their loan accounts, payments, and transactions, resolving problems efficiently and effectively to ensure client satisfaction.
• Follow Up on Customer Inquiries: Ensure timely and effective follow-up on customer requests and questions, providing updates and resolutions to client inquiries and concerns.
• Document Client Interactions: Accurately record customer inquiries, issues, and resolutions in the company's CRM system, maintaining detailed and up-to-date records of client interactions.
• Collaborate with Loan Officers and Teams: Work closely with the loan services team to provide seamless customer service, escalating complex issues to ensure prompt resolution and maintaining open communication to ensure that client needs are met.
• Maintain Product Knowledge: Stay up-to-date with the latest loan products, policies, and industry regulations, attending training sessions and workshops to enhance knowledge and skills.
• Adhere to Compliance Standards: Ensure that all client interactions and services comply with company policies and regulatory requirements, maintaining the highest standards of integrity and professionalism.

Essential Qualifications

• Experience: Minimum of 1-2 years of customer service experience, preferably in loan services, banking, or financial services, with a proven track record of delivering exceptional service and support.
• Communication Skills: Strong verbal and written communication skills, with the ability to explain complex loan terms and processes clearly and concisely.
• Technical Skills: Proficiency in Microsoft Office, CRM software, and phone systems, with the ability to learn and adapt to new technologies and systems.
• Problem Solving: Ability to handle customer concerns and resolve them efficiently, with a strong focus on client satisfaction and retention.
• Attention to Detail: Meticulous in managing and recording customer inquiries and interactions, with a high level of accuracy and attention to detail.
• Customer-Centric: A passion for delivering exceptional service and helping clients achieve their financial goals, with a strong focus on building long-term relationships and trust.

Preferred Qualifications

• Familiarity with Loan Products: Knowledge of loan products, including home loans, personal loans, and other financial services, with the ability to provide expert guidance and support.
• Ability to Work Independently: Self-motivated and able to work independently in a fast-paced environment, with minimal supervision and guidance.
• Multitasking and Organizational Skills: Ability to manage multiple communication channels simultaneously, with strong organizational and time management skills.
• Bilingual Candidates: Bilingual candidates are encouraged to apply, with the ability to communicate effectively with clients who speak multiple languages.

Career Growth Opportunities and Learning Benefits

At Trophy Point Investment Group, we are committed to the growth and development of our employees. As a Loan Servicing Customer Service Representative, you will have access to ongoing training and development opportunities, including workshops, webinars, and conferences. You will also have the opportunity to work with a experienced team of professionals who are passionate about delivering exceptional service and support. With a strong focus on career growth and advancement, we encourage our employees to pursue new challenges and opportunities, providing the support and resources needed to succeed.

Work Environment and Company Culture

Our company culture is built on the values of integrity, service, and excellence. We believe in creating a positive and supportive work environment that fosters collaboration, innovation, and growth. As a remote employee, you will be part of a virtual team that is connected and engaged, with regular communication and feedback to ensure that you have the support and resources needed to succeed. We also offer a range of benefits and perks, including flexible working hours, competitive compensation, and opportunities for professional development and advancement.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including a hourly rate of $20-25 per hour, with a maximum of 30 hours per week. We also offer a range of benefits and perks, including flexible working hours, opportunities for professional development and advancement, and a positive and supportive work environment. With a strong focus on work-life balance, we encourage our employees to maintain a healthy and sustainable lifestyle, with the flexibility to work from home and manage their own schedule.

Conclusion

If you are a motivated and experienced customer service professional looking for a new challenge, we encourage you to apply for this exciting remote opportunity. As a Loan Servicing Customer Service Representative, you will play a vital role in delivering exceptional service and support to our clients, while also having the opportunity to grow and develop your skills and career. With a competitive compensation package, flexible working hours, and a positive and supportive work environment, this is an opportunity not to be missed. Apply now and take the first step towards a rewarding and challenging career with Trophy Point Investment Group.

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