Customer Support Center Specialist I

Join the company defining what it means to be an Impact Lender!Mortgages are what we do, but that doesn't define who we are. In 2008, Movement disrupted the industry with the innovative 6-7-1 mortgage process. In 2023, we pioneered again, helping launch Impact Lending – a new category of lending. Any mortgage lender that commits at least 10% of its profits to helping the neighborhoods it serves is an Impact Lender.At Movement, we are Impact Lenders. We give 40%-50% of our profits to making an impact in our communities. For us, purpose and people have always come before profit.So you want to be a Customer Support Center Specialist I at Movement Mortgage? We think you’ve got great taste!As a Customer Support Center Specialist I, you will be a contributing part in creating an excellent customer experience and a fun work environment. You will be responsible for managing the relationship between Movement and our customers as well as helping to resolve any inquiries the customer might present in an efficient, accurate, calm and positive manner.What You Need To KnowThe essential functions include, but are not limited to the following:Manage the relationship between customers and Movement via the following:Actively and patiently listen to customer questions and needsProvide solutions to customer in a clear, positive manner (and tone!)If you cannot provide a solution for a customer, be able to find a team member that can and warmly transition them to that team member while providing a smooth and painless customer experienceAssist in educating the customer on how to use Movement sites, platforms, and toolsProperly document each customer interaction in the MSP Mortgage Servicing System;Responsible for prompt and accurate response to customer's mortgage servicing questions and concerns. Ensure that borrower inquiries, disputes and complaints are handled within specified timelines and CFPB Guidelines;Answer inbound and make outbound calls from the Customer Support Center and respond to customer requests within established timelines to maintain service level expectations and deliver quality service to customers.Responsible for assuring all regulatory requirements are met concerning customer interaction by explaining policies and procedures courteously and patiently.Maintain confidentiality of customer’s nonpublic information.Effectively communicate with team leads and managers to ensure Movement is providing excellence customer service.Speak clearly while also maintaining a positive attitude.Maintain a strong understanding of the loan process and ability to speak with customers regarding their mortgage loan information.Provide written and verbal responses to customer inquiries as needed.Efficiently navigate Movement systems.Work hard and have fun!What We Are Looking ForA true passion for people, problem solving and the customer experienceFun, confident, calm (in any situation) personalityTeam player, highly ADAPTABLE and COACHABLE, always striving for personal and professional growthProven time management and organizational skillsDemonstrated excellent interpersonal and communication skills (verbal and written)Extremely detail oriented and ability to maintain the highest level of confidentialityExhibits exemplary integrity, professionalism and strong work ethicStrong Office-based computer skillsMaintains a positive fun attitude within the work environmentHigh emotional intelligence, ability to recognize what our customers are truly asking and being able to think outside of the boxEnjoys working with peopleQualified Candidates Will Generally Have:High school diploma or GED requiredBachelor’s degree or some college preferred; or one (1) to two (2) years related work experience and/or training; or a combination of equivalent education and experienceExperience in a call center or in customer serviceExperience in a call center for mortgage servicing an absolute plus, but not a requirement!Sound like a good fit? Great! Let's talk!The expected salary range for this position is between:The range for the position in other geographies may vary based on market differences. The actual compensation will be determined based on experience and other factors permitted by law.We also offer a benefits package that includes:Competitive payBenefits Offered: Medical, Dental, Vision, Life, Disability, Critical Care, Hospitalization, HSA, FSA, DCFSA and QTERetirement plan: 401(k) and RothPaid Time Off: 16 days front loaded. Prorated based on the start date month11.5 paid holidays per yearEmployee assistance programExcellent career growth opportunityFun, team-focused working environmentEmployee driven community outreach programRelocation packages availableThe application window is anticipated to close on:June 22, 2026We’re definitely not your average mortgage company. When you’re ready to grow your career AND your impact, we’re ready for you. We’re also one of the nation’s top lenders and are redefining corporate culture. We work hard, we have fun, we invest in our people and we make a difference. Sound like a plan? Good. Learn more at www.movement.com.