Customer Service Representative

Job Description

Job Description

Job description

We’re looking for a confident, motivated Customer Service Representative who’s comfortable talking with homeowners, answering questions, and helping people work through the mortgage assistance process.

In this role, you’ll work directly with homeowners who may be experiencing financial hardship and need assistance with their mortgage. A big part of the job is helping customers understand what’s needed, reviewing their information and documents, and guiding them through the next steps.

This could be a great fit if you’re a strong communicator, detail-oriented, and comfortable helping customers through important financial situations.

What You’ll Be Doing

• Handle inbound and outbound calls with homeowners
• Answer questions about mortgage assistance and loss mitigation options
• Help homeowners understand what information and documents are needed
• Review submitted documents to make sure information is complete and accurate
• Identify missing information or discrepancies and work with homeowners to resolve them
• Review documents related to income, property, insurance, HOA, and other financial information
• Explain next steps and help homeowners understand where they are in the process
• Coordinate with internal teams when additional review or corrections are needed
• Keep clear and accurate notes on customer conversations and account activity
• Manage multiple accounts while staying organized and meeting deadlines
• Provide a respectful and professional experience, even during difficult or sensitive conversations

What We’re Looking For

You don’t need to have the perfect background, but you should be someone who is:

• Confident and comfortable talking with people
• A strong communicator with good phone skills
• Patient and professional during difficult conversations
• Organized and highly detail-oriented
• Comfortable reviewing financial documents and customer information
• Able to manage multiple accounts and deadlines
• A strong problem-solver with good analytical skills
• Comfortable spending a large portion of the day on the phone and computer
• Able to work in a fast-paced environment

Mortgage experience is important for this role. Ideally, you’ll have 1–2 years of experience in mortgage loan processing, mortgage servicing, loss mitigation, loan modifications, or a related area.

Why You Might Like This Role

Every homeowner’s situation is a little different, so this isn’t a job where you’re having the exact same conversation all day. You’ll get to problem-solve, work with different customers, review their individual situations, and help them understand what they need to move forward.

If you enjoy helping people find solutions, are comfortable navigating sensitive financial conversations, and have experience in the mortgage industry, this could be a great opportunity.