Customer Service Associate - I Chat

• Engage with customers through chat channels to address inquiries, concerns, and requests related to mortgage products, services, and account information — making every interaction count

• Provide accurate and comprehensive information about mortgage options, interest rates, loan terms, and other relevant details to empower customers in making informed decisions

• Guide customers through online platforms and self-service tools, including account setup, payments, document submission, and other key activities

• Collaborate with internal teams — loan officers, underwriters, and account managers — to resolve complex customer issues, escalating cases when necessary to ensure swift resolution

• Handle every interaction with professionalism, efficiency, and full compliance with company policies and industry regulations

• Maintain detailed and accurate records of customer interactions, transactions, and inquiries using the company's CRM system

• Identify opportunities for upselling or cross-selling additional mortgage products and services based on individual customer needs

• Stay current on industry trends, product updates, and company policies to consistently deliver accurate and up-to-date information

• Participate in ongoing training programs to sharpen product knowledge, communication skills, and customer service techniques

• Contribute to a positive, collaborative team environment by sharing insights and best practices that elevate overall customer satisfaction