Job description

mello® is the fintech arm of renowned mortgage industry leader loanDepot

Our mission is simple: to make our customers’ home finance, lending and home services transactions simple, easy and innovative. We lean into what’s about to be and lead by example, transforming our customers’ financial future in ways that make a difference. Led by President and COO Zeenat Sidi, we’re a team of top product strategists and innovative technologists, dedicated to bringing big things to the marketplace.

We’re looking for big thinkers, hands-on doers and customer-oriented rockstars who want to bring their best and be the best. If that’s you, come join us!

loanDepot — We are America’s Lender.

Position Summary:

This is a temporary role for 90 days! Role will be evaluated after that. Responsible for interacting with loanDepot customers to provide information and address inquiries related to their loan transaction; may involve some form of complaint, escalation response. Reviews loan file for early disclosure requirements and other items needed for file completion. Strives to resolve all problems and propose a solution. Ensures the performance of all duties in accordance with the company’s policies and procedures, all U.S. state and federal laws and regulations, wherein the company operates.

Responsibilities:

• Proactively maintains a high level of understanding of the loan process in order to efficiently handle borrower inquiries.
• Reviews borrower inquiries and coordinates a response to the borrower through Chat, Phone,SMS, email or online messaging.
• Achieves monthly production goals while maintaining quality standards.
• Provides exceptional customer service both verbally and written.
• Assists sales and operations department with various borrower contact touch points.
• Plays a pivotal role in supporting Operations leadership; assists in handling day to day customer contacts through chat, online messaging, email, sms and phone.
• Performs other duties and projects as assigned.

Requirements:

• Demonstrates knowledge of, adherence to, monitoring and responsibility for compliance with state and federal regulations and laws as they pertain to this position.
• Intermediate skills in computer terminal and personal computer operation; Microsoft Office applications including but not limited to: Word, Excel, PowerPoint and Outlook.
• Effective organizational and time management skills.
• Exceptional verbal, written and interpersonal communication skills.
• Ability to organize and prioritize work schedules on a short-term and long-term basis.
• Ability to work with little to no supervision while performing duties.
• Minimum of two (2) + years’ experience working in a similar field.
• Experience in a customer service/call center environment required.
• Experience in complaint escalation required.
• High School diploma or equivalent required.

Why work for #teamloanDepot:

• Aggressive earning potential and 401K with robust company match
• Inclusive, diverse and collaborative culture where people from all backgrounds can thrive
• Work with other passionate, purposeful and customer-centric people
• Extensive internal growth and professional development opportunities including tuition reimbursement
• Comprehensive benefits package including Medical/Dental/Vision
• Wellness program to support both mental and physical health
• Generous paid time off for both exempt and non-exempt positions

We are an equal opportunity employer and value diversity in our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Job Types: Contract, Temporary

Pay: $18.00 - $22.00 per hour

Benefits:

• Flexible schedule

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Plano, TX 75024: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 1 year (Preferred)

Work Location: One location

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