Jolas Ocampo

Responsible for providing exceptional support and guidance to customers throughout the mortgage lifecycle, from application to closing or servicing. This role requires in-depth knowledge of various mortgage products, regulatory requirements, and the ability to effectively resolve complex customer inquiries while maintaining high customer satisfaction.

Key Responsibilities:

• Customer Interaction and Support: Serve as the primary point of contact for customers regarding their mortgage loan inquiries (inbound and outbound calls, email, chat).
• Provide accurate and knowledgeable assistance on topics such as loan status, application requirements, documentation needed, interest rates, escrow, payoffs, and general loan servicing issues.
• Maintain a high level of customer satisfaction by actively listening, problem-solving, and communicating solutions courteously and professionally.
• Problem Resolution and Escalation: Investigate and resolve customer complaints, discrepancies, and complex issues related to their mortgage loan.
• Conduct necessary research to provide accurate and up-to-date information.
• Escalate more complex or sensitive issues to senior specialists or management when appropriate.

• Effectively resolve disputes and complaints with a focus on customer satisfaction and retention
• Maintain a professional demeanor while interacting with customers through voice
• Document all customer interactions, issues, and resolutions accurately in the system
• Collaborate with various internal teams to gather information required for dispute resolution
• Provide customers with clear and concise information about products and services
• Develop and implement processes to improve customer care and dispute resolution practices