Hybrid Customer Support Specialist bei Ruoff Mortgage Company Inc

Description

Position Summary

The Customer Support Specialist at Ruoff provides first point of contact for potential borrowers who submit a home inquiry. Responsibilities include reaching out to prospective clients, pre-screening for general loan eligibility, and building trust through strong relationships. This role is used to act as a liaison between loan officers and realtor relationships to ensure clients receive the best possible service.

Essential Responsibilities

• Respond to customer inquiries via phone, email, or chat with professionalism and accuracy.
• Troubleshoot and resolve issues; escalating when necessary.
• Document customer interactions in the support system/CRM.
• Provide clear information on products, services, and policies.
• Collaborate with team members to ensure excellent customer experience.
• Meet performance goals for response time, resolution, and customer satisfaction.

Knowledge, Skills and Abilities

• Ability to conduct customer service principles, practices, and techniques for handling inquiries, complaints, and problem resolution.
• Excellent verbal and written communication skills; with the ability to convey information clearly and professionally. 
• Skilled at analyzing issues, identifying solutions, and resolving customer concerns efficiently.
• Knowledge of using customer support software, CRM systems, email, chat, and phone-based support tools; ability to learn new systems quickly.
• Ability to manage multiple inquiries at once, prioritize tasks, and maintain attention to detail in a fast-paced environment.
• Flexibility to adjust quickly to changes in processes, technology, or customer needs.
• Collaborate within a team environment, supporting colleagues and contributing to overall department goals.
• Demonstrate reliability, punctuality, and a commitment to high-quality customer service.

Requirements

Experience and Training 

• High school diploma or GED.
• A minimum of one-year related experience, preferred

Physical Demands and Work Environment

Physical Demands: 

• Mostly sedentary, however, while performing the duties of this job, the employee is occasionally required to walk; reach with hands and arms; stoop; talk and hear.
• Extensive reading and computer use is expected more than 50% of the time. Receiving and expressing detailed information verbally, in person and by telephone is essential. Must be able to verbally communicate effectively with others.
• Occasionally lift and/or move up to 15 pounds.
• Regular attendance is necessary and essential to this position.

Work Environment:

• Professional atmosphere in an office environment.
• Routinely uses standard office equipment such as computers, phones, headsets, and printers.

Job Dimensions 

Reporting to this position: No direct reports

Internal Relationships: Loan Officers, LO Assistants, Processors, Closers, Underwriters, Managers.

External Relationships: Realtors and Brokers, Developers, Builders, Applicants, Borrowers, Appraisers and Title Companies.

Why is Ruoff Mortgage the right career choice?

• At Ruoff Mortgage, we truly believe that where you work and loving your job matters, so you will receive all the vital resources necessary for your career to take off! Our team is focused on helping our clients achieve their home borrowing goals while providing our employees with a rewarding, professional experience, and a friendly team-oriented work environment.

We offer a comprehensive Ruoff Total Rewards benefits package designed to support the well-being and success of our employees. 

• Health & Wellness: Enjoy comprehensive health insurance plans, including medical, dental, and vision coverage, to keep you and your family healthy.
• Retirement Savings: Take advantage of a 401(k) plan with company match to help you plan for your future.
• Paid Time Off: Benefit from paid vacation, holidays, and sick leave to ensure you maintain a healthy work-life balance.
• Professional Development: We support your growth with training, education, and opportunities for career advancement.
• Employee Assistance Program (EAP): Access confidential counseling and support services for personal or professional challenges.

We’re committed to providing our employees with the tools and resources they need to thrive both personally and professionally.

Ruoff Mortgage reserves the right to modify, interpret, or apply this job description in any manner the company desires. This job description in no way implies that these are the only duties, including essential duties, to be performed by the employee occupying this position. This job description is not an employment contract, implied or otherwise. The employment relationship remains “At Will.” The aforementioned job requirements are subject to change to reasonably accommodate qualified individuals with disabilities. While we thank all candidates for your interest in our company, only those selected for interviews will be contacted. Ruoff Mortgage is an equal opportunity employer.