Customer Service Associate - Chat

At Mr. Cooper Group, You Make the Dream Possible.

Our purpose is simple: Keeping the dream of homeownership alive. As a Mr. Cooper Group team member, you play a big role in making that dream possible. Around here, we know our roles and work together, volunteer to make a difference, and challenge the status quo when needed. Everything we do is in the care and service of our teammates and our customers.

Join us and make the dream of home ownership possible!

Job Responsibilities:
Engage with customers via chat to address inquiries, concerns, and requests related to mortgage products, services, and account information.
Provide accurate and detailed information about mortgage options, interest rates, loan terms, and other relevant details to assist customers in making informed decisions.
Guide customers through our online platforms and self-service tools, assisting with account setup, payments, document submission, and other digital activities.
Assist Customer Service Associate I - Chat in their day-to-day task.
Collaborate with internal teams (loan officers, underwriters, account managers) to resolve complex customer issues; escalate cases as necessary.
Ensure all chat interactions are handled professionally, efficiently, and in compliance with company policies and industry regulations.
Maintain detailed records of customer interactions, transactions, and inquiries using the companys CRM system.
Participate in ongoing training sessions to enhance product knowledge, communication skills, and customer service techniques.

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