Customer Care Representative

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The Customer Care – mello team serves as the voice of loanDepot when it comes to inquiries related to the external loan process and the technology used to navigate that process. They may come in contact with escalated customer inquiries, complaints, and compliments in relation to our Originations Division. The Customer Care Rep ensures the appropriate resolution and provides the proper communication to the customer.  The Rep provides support for inquiries and helps customers navigate the relevant platforms to complete the loan process. The Customer Care – mello Rep reports directly to the Customer Care Supervisor.

Responsibilities:

  • Work in a call center environment supporting customers directly
  • Help and resolve customers technical issues navigating the loan process
  • Participate in screen sharing sessions with customers
  • Work with IT to identify system improvements and repeatable issues
  • Document customer issues in the ticketing system (ServiceNow)
  • Escalate issues as required focusing on customer retention and customer service

Skills & Qualifications:

 

  • Excellence in telephone skills
  • Good experience/skills in MS Office and administrative tasks
  • Excellent time management skills
  • High school diploma
  • Spanish speaking - a plus
  • Maintain records in timely and accurate mode
  • Interest in helping and working with customers
  • MSP a plus
  • Demonstrate excellence in internal/external customer service
  • Excellent verbal and written communication
  • Ability to comprehend and follow directions
  • ServiceNow ticket processing
  • Team player
  • Strong attention to detail
  • Minimum of 1 yr banking/financial, customer service/call center experience

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#TeamloanDepot

1,800+

Licensed
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200+

Branch
Locations

5th

Largest
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$135B

Funded Since
Inception

50

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States