Own the customer experience from start to finish while treating customers with respect and displaying empathy Inspires customer confidence through business knowledge, reliability, and making appropriate decisions on behalf of our customers quickly and effectively Balance the competing responsibilities and goals of a metrics-driven environment Demonstrate resiliency and extreme adaptability in a fast-paced environment Navigate multiple technologies while staying engaged with our customers Document customer account activities thoroughly and concisely Demonstrates personal excellence including punctuality, reliability, integrity, and accountability Approach problems logically and with good judgment to ensure the appropriate customer outcome Leverages business knowledge, tools and resources to deliver results that meet all Regulatory, Compliance, quality standards and departmental practices Maintain the highest standards of honesty, fairness and ethics. May be exposed to confidential information Effectively prioritize work, critical thinking and exercise independent judgement to ensure efficiency Required Qualifications, Capabilities, and Skills High School diploma/ GED required Reading and speaking in both Spanish and English fluently is required for this role Minimum of one year of customer interaction or customer support, either by phone or face-to-face Must be willing to work in an environment that requires 100% high volume phone-based customer interaction Detail oriented with exceptional communication, interpersonal and problem solving skills Proven ability to work effectively in a fast-paced environment Ability to think strategically, understand the business objectives, and translate them into actionable items Strong desire to learn and become better educated in the mortgage industry Demonstrated ability to work independently and as a member of a high performing team Maintain the highest standards of honesty, fairness and ethics. May be exposed to confidential information Intermediate analytical, computer, and research skills Work Schedules: This is a hybrid (3 days in office / 2 days remote) role located in Columbus, subject to change. Work schedule will vary and specific information will be provided by the hiring manager and subject to change based on business needs.