Customer Service Advocate-1

WHO WE ARE

We are Xome, a real estate services company headquartered in the Dallas, Texas area. As a subsidiary of Mr. Cooper Group, we employ over 1,200 team members nationwide. The nation's largest financial services companies look to us for integrated and scalable business solutions that help simplify the mortgage and real estate process.

At the heart of everything we do is our purpose: To keep the dream of home ownership alive. If that sounds like a big, lofty goal, that's because it really is. And we can't do it alone. Our entire team is focused on helping create a stable and healthy housing industry. And, making sure the process of buying/selling a home doesn't undermine the excitement of home ownership. That's why we battle every day against the mediocrity of the status quo to simplify the complex world of mortgage servicing, lending and banking. We see ourselves as the experts who make doing business easier. While others bring complexity and a lack of transparency, we offer simplicity, trust, and visibility across the entire property lifecycle. And we deliver radical customer service.

Now, you might be wondering; how exactly do you pronounce Xome? Simple. ZOM (like home, if it started with a z)!

Xome Customer Service Agents serve as the face and voice of the company. The agent will interact with Xome customers/clients across multiple channels (voice, email, chat), providing White Glove Customer Service to effectively solve customer issues, complaints, and inquiries across multiple lines of business. The agent will be held accountable for performing to KPI's and meeting quarterly metrics provided by executive leadership.

Hybrid Role: Tuesday and Wednesday in office

• Lewisville, TX

Roles/ Responsibilities:

• Respond to customer inquiries via phone, email, or chat

• Resolve customer issues and complaints in a timely and efficient manner

• Identify and escalate priority issues to appropriate teams or managers

• Document customer interactions and transactions in a clear and concise manner

• Provide accurate product and service information to customers

• Follow up with customers to ensure their issues have been resolved

• Collaborate with other team members to improve customer service processes and procedures

• Stay up to date with company products, services, and policies

• Maintain a positive and professional attitude towards customers and colleagues

Experience and Education:

• High School Diploma or equivalent required

• 1+ year/s of customer service or sales experience preferred

• Ability to work closing shift, 10:00am and 7:00pm CT

• Ability to work 1 Saturday a month from 12:00pm

• 5:00pm

• Experience with Real Estate and/or Mortgage highly desired

Xome is committed to nurturing a diverse and inclusive environment where every employee is empowered to be their authentic self. We know that a large part of our success as a business is directly tied to our ongoing efforts to attract and retain diverse talent and maintain an inclusive environment where each employee can thrive. Embracing and leveraging diversity through an inclusive work environment fosters new ideas, new insights, and constant innovation. We strive to weave the principles of diversity and inclusion throughout the fabric of how we work, how we interact, and how we engage with our customers and the community.

Job Requisition ID:

022304

Job Category:

Xome

Primary Location City:

Lewisville

Primary Location Region:

Texas

Primary Location Postal Code:

75067

Primary Location Country:

United States of America

Additional Posting Location(s):