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Customer Support and Escalations Representative

Company Name:
Caliber Home Loans
_Caliber Home Loans, Inc._ is a national residential mortgage company that originates and
services
home loans. Caliber was founded and is owned by Lone Star Funds, a global private equity fund. Caliber originates home loans through a network of over 100 retail branches, wholesale lending, correspondent lending, mini-correspondent lending, and a consumer direct centralized operational center. Caliber enables borrowers to purchase new homes and refinance their existing homes with conforming and non-conforming home loans. Caliber also specializes in servicing, special servicing and subservicing of residential conforming and non-conforming residential mortgage loans in all 50 states, Puerto Rico, and the
district of columbia
.
The Customer Support and Escalations Representative works in an inbound call-center to address customer questions, concerns and education. Additionally, the CSE is expected to deliver best in class support, with an emphasis on high-touch service, to all incoming callers. While on a call, the CSE is expected to analyze requests, resolve and answer inquiries related to mortgage loans, and route escalations to the appropriate department.
Responsibilities:
Handle general customer service responsibilities in a fast-paced environment, where multi-tasking is key to ongoing success.
Perform data entry associated with maintaining accurate and current loan information.
Perform data entry associated maintaining accurate and current loan information.
Maintain investor SLAs for request processing.
Assist with manual tasks and various other projects as needed.
Create professional customer responses in order to provide resolution.
Handle the investigation, resolution, and reporting of all customer-related inquiries.
Requirements:
1+ years of customer support experience, in an inbound call-center environment
Current, working knowledge of the Microsoft Office suite, including: Word, Excel, Access and PowerPoint
Ability to accurately type an average of approximately 40 words per minute
Ability to work over-time as requested and required by business need and communicated by your
manager
Assets:
Experience with Fiserv, LPS, or similar
systems
1+ years of experience in a lending environment

expert
skills in Microsoft Excel, including the ability to utilize the following functions: V-Lookup, H-Lookup, Concatenating formulas, Conditional Formatting, and Pivot Tables
Fluency in a foreign language
_Caliber Home Loans, Inc._ is focused on being the best mortgage company in the
united states
and winning through talent. Caliber is committed to diversity and is an Equal Employment Opportunity employer.

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