Job Description

Customer Service Representative

CrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender with more than 7,000 employees operating over 700 branches and servicing loans across all 50 states, D.C. and Puerto Rico. Our company has been recognized ten times on the Inc. 5000 list of America's fastest-growing private businesses and has received many awards for our standout culture.

CCM has created an exceptional culture driving employee engagement, exceeding employee expectations, and directly impacting company success. At our core, our entrepreneurial spirit empowers every employee to be who they are to help us move forward together. You'll get unwavering support from all departments and total transparency from the top down.

CCM offers eligible employees a competitive compensation plan and a robust benefits package, including medical, dental, vision, as well as a 401K. We also offer company-provided short-term disability, an employee assistance program, and a wellness program.

As the Cleveland OH branch of CCM, we help local families secure affordable homeownership by providing personalized guidance, clear communication, and a wide range of loan programs tailored to fit your goals.

We're seeking driven, strategic, and results-oriented professionals who thrive in high volume environments and are motivated by earning potential. If you're ready to be rewarded for your results and join a team that values excellence, apply now and let your ambition pay off.

What We Offer:

• Competitive commission structure.
• Clear growth path.
• Ongoing training and mentorship from industry veterans.
• Recognition programs and performance incentives.

Position Overview:

CrossCountry Mortgage's Customer Service Representative role is an entry level opportunity to begin a career in the mortgage industry. This role provides the essential tools and foundation to ensure career success and maintain the utmost level of customer satisfaction.

Job Responsibilities:

• Build lasting relationships with high-value clients across the mortgage industry.
• Take inbound leads via corporate phone system.
• Gather basic customer information and identify customer needs.
• Assist Licensed Loan Officers in obtaining leads by coordinating communication and transferring identified customer via corporate phone system.
• Utilize corporate training methods and tactics in converting potential prospects to CCM customers.
• Leverage cutting-edge tools and data to optimize your outreach and conversion.
• Schedule initial appointments as well as maintaining database to ensure customer service expectations are met.
• Appropriately classify and distinguish each lead contacted.
• Manage high volume of incoming phone calls.
• Apply training to live interactions with CCM clients both internally and externally.
• Collaborate with a high-performance team to exceed revenue targets.

Qualifications and Skills:

• High School Diploma or equivalent.
• 1+ years of experience as a telemarketer or similar sales/customer service role.
• Skill in exceeding sales quotas in a competitive environment.
• Familiarity with CRM systems and data-driven sales strategies.
• Excellent communication and customer service skills.
• Excellent prioritization and time management skills.
• Excellent consultative selling skills.
• Proficiency in Microsoft Office Suite (i.e., Word, Excel, PowerPoint, and Outlook).

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.

CrossCountry Mortgage, LLC offers MORE than a job, we offer a career. Apply now to begin your path to success!

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