Home Loan Customer Service Representative

Job Description

Job Description

Home Loan Customer Service Representative

Job Summary

We are seeking a customer focused Home Loan Customer Service Representative to serve as the primary point of contact for homeowners and borrowers. In this role, you will handle inbound and outbound communications, assist customers with mortgage related inquiries, research and resolve account issues, and provide an exceptional customer experience throughout the life of the loan. The ideal candidate is professional, detail-oriented, and able to navigate a fast-paced environment while maintaining a high level of accuracy and empathy.

Essential Responsibilities

• Respond to inbound and outbound customer calls, emails, and other communications regarding mortgage accounts.
• Research and resolve homeowner questions related to payments, escrow, taxes, insurance, loan servicing, account maintenance, and general mortgage inquiries.
• Accurately document all customer interactions, requests, and resolutions in the mortgage servicing platform.
• Provide clear and professional explanations of mortgage servicing processes, policies, and available resources.
• Assist customers experiencing payment difficulties by discussing available options and directing them to appropriate departments when necessary.
• Maintain compliance with company policies, investor guidelines, and regulatory requirements.
• Promote customer focused solutions, products, and services that enhance the homeowner experience.
• Collaborate with internal departments to ensure timely resolution of customer concerns.
• Meet established service level standards, quality expectations, and productivity goals.
• Participate in training and ongoing development to maintain mortgage industry knowledge.
• Perform additional duties and special projects as assigned.

Qualifications

Required

• High school diploma or GED equivalent.
• 1-2+ years of customer service, call center, or contact center experience.
• Strong verbal and written communication skills.
• Excellent customer service and problem solving abilities.
• Strong attention to detail and organizational skills.
• Ability to multitask and manage competing priorities in a fast paced environment.
• Proficiency with Microsoft Office and customer service software platforms.
• Ability to work collaboratively across teams and departments.

Preferred

• Previous mortgage servicing, mortgage operations, banking, lending, or financial services experience.
• Familiarity with escrow, loan payments, insurance, taxes, and mortgage servicing concepts.
• Experience working within regulated financial environments.
• Bilingual Spanish skills are a plus, but not required.

Pay Details: $19.00 to $19.50 per hour

Search managed by: Chris Collins

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

Equal Opportunity Employer/Veterans/Disabled

Military connected talent encouraged to apply

To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to -privacy

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act
• Los Angeles City Fair Chance Ordinance
• Los Angeles County Fair Chance Ordinance for Employers
• San Francisco Fair Chance Ordinance

Massachusetts Candidates Only: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.