Telemarketer - Customer Service Representative

Apply Description For 20 years, HighTechLending has been a trusted leader in the mortgage industry, helping homeowners nationwide find solutions to meet their financial goals. As we continue to grow, we are seeking a Customer Service Representative to be the first point of contact for prospective and existing mortgage clients. Conduct outbound and inbound calls to make initial contact, confirm basic contact information, determine whether the customer would like to speak with a licensed Loan Originator, and transfer or schedule the customer accordingly. Use approved scripts and professional communication techniques to explain the purpose of the call, answer general non-loan-specific questions, and refer all mortgage-related questions to a licensed Loan Originator. Support team goals by meeting established call volume, contact, transfer, appointment-setting, documentation, and compliance-quality benchmarks. Maintain accurate and detailed customer records, including call notes, follow-up activity, and updated contact information, within the company’s CRM system. Proactively manage customer follow-ups and schedule appointments for licensed Loan Originators. Utilize professional communication skills to build rapport, maintain customer engagement, address general concerns, and ensure a positive customer experience. Provide timely documentation, reporting, and customer feedback to Sales Leadership to support process improvements and enhance the customer experience. Adhere to company policies, procedures, compliance requirements, and approved communication guidelines at all times. Perform additional duties and responsibilities as assigned to support the ongoing needs of the organization. Requirements Maintains consistent attendance and adherence to scheduled work hours. Must be computer savvy and proficient using applications such as Microsoft Office, Windows-based systems, Salesforce, CRM platforms, phone systems, and other technology tools. Excellent verbal and written communication skills with a clear and professional speaking voice. Strong listening skills with the ability to understand customer needs, engage in meaningful conversations, and provide a positive customer experience. Customer-focused mentality with a commitment to providing exceptional service and creating a positive customer experience. Ability to work collaboratively with team members and contribute to a positive team environment. Approaches others in a professional and tactful manner; reacts well under pressure and adapts effectively to changing priorities. Demonstrates integrity, professionalism, reliability, and alignment with company values and compliance standards. One to three years of related customer service in a call center, financial services, or administrative experience preferred, or an equivalent combination of education and experience. This is a non-licensed customer engagement role.