Description Client Service Representative (CSR) Effective Date: 6/3/2024
FLSA Status: Non - Exempt
Employment Type: Regular Corp.
FT/PT Status: Full-Time
About Us: Go Mortgage is a nationally licensed, independent mortgage banking company operating in 46 states. We specialize in purchase, refinance, and construction loans and are committed to providing exceptional service to our clients through innovation, technology, and human connection.
Position Summary: We are seeking a dynamic, motivated
Client Service Representative (CSR) to join our growing team. The ideal candidate will provide critical front-line support for our loan officers by managing inbound and outbound client communications, qualifying new leads, nurturing existing prospects, and ensuring a seamless customer experience throughout the mortgage application process.
Key Responsibilities: - Outbound Sales Engagement:
- Make 100+ outbound sales calls per day to prospective borrowers who have submitted online lead forms.
- Re-engage past leads and follow up with aged or inactive contacts to uncover renewed interest.
- Schedule appointments and live transfers to licensed loan officers when applicable.
- Inbound Sales Support:
- Handle overflow inbound calls from prospective clients responding to direct mail or digital marketing campaigns.
- Answer client questions about mortgage products (purchase, refinance, and construction) and direct them appropriately in the sales funnel.
- Lead & CRM Management:
- Input and update lead data and borrower information into the CRM system in real time.
- Collect missing borrower information necessary for a complete mortgage application (e.g., income, employment, credit details).
- Qualify or disqualify prospects based on initial screening criteria.
- Organize and schedule follow-up tasks and callbacks for seasoned loan officers.
- Application & Pipeline Support (Loan Officer Assistant Duties):
- Assist loan officers with documentation requests, file preparation, and applicant follow-ups.
- Monitor application pipeline and ensure timely client communications during pre-approval and processing phases.
- Serve as a liaison between borrowers and loan officers to support a smooth and efficient loan experience.
- Assist in meeting deadlines for application submissions and disclosures.
- Client Experience:
- Deliver an excellent first impression and build rapport with clients during initial interactions.
- Serve as a consistent point of contact during the early stages of the loan process.
- Uphold professionalism and empathy during all client communications.
Why Join Go Mortgage? As a Client Service Representative at Go Mortgage, you'll help shape the future of home lending while building meaningful connections with borrowers across the country. This role is a
launchpad to becoming a successful Mortgage Loan Officer. You'll gain firsthand exposure to every stage of the mortgage process while working in a supportive, energetic, learning and coaching environment where your drive and ambition are recognized and rewarded.