Customer Support Specialist - Mortgage Servicing

Customer Support Specialist – Mortgage Servicing

Position Description
CGI is seeking a Customer Support Specialist to serve as the second level of support for inbound consumer inquiries, focusing on resolving complex and escalated customer issues. This role is responsible for delivering exceptional customer service through professional, empathetic, and compliant communication while ensuring concerns are resolved efficiently and accurately.

We partner with 15 of the top 20 banks globally, and our top 10 banking clients have worked with us for an average of 26 years!.

This role is located at a client site in Plano, TX. A hybrid working model is acceptable. 

Your future duties and responsibilities
CGI is seeking a Customer Support Specialist to serve as the second level of support for inbound consumer inquiries, focusing on resolving complex and escalated customer issues. This role is responsible for delivering exceptional customer service through professional, empathetic, and compliant communication while ensuring concerns are resolved efficiently and accurately.

The ideal candidate thrives in a fast paced, high-volume environment, demonstrates strong conflict resolution skills, and remains calm under pressure. Working closely with internal teams, this individual will research and resolve customer issues, maintain detailed documentation, and ensure adherence to established policies and regulatory requirements. Prior experience in a mortgage servicing or call center environment is highly valued.

Required qualifications to be successful in this role
. 2+ years of experience in a customer service or call center environment required.
. Strong customer service experience with a focus on handling escalated customer interactions.
. Excellent verbal and written communication skills with the ability to explain complex information clearly.
. Proven ability to de escalate difficult conversations while maintaining professionalism and empathy.
. Experience working in a high volume call center or customer support environment.
. Knowledge of mortgage servicing processes is highly preferred.
. Strong problem solving skills with excellent attention to detail.
. Comfortable navigating multiple systems and applications simultaneously.
. Ability to document customer interactions accurately and thoroughly.
. Self motivated with the ability to work independently while collaborating effectively with cross functional teams.
. Understanding of compliance standards and the importance of following established procedures.

Desired Skillset:
​Experience in a mortgage servicing environment is strongly preferred.
Education:
Bachelor's degree in Computer Science, Information Systems, or a related field.​

Other Information:   
CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors not limited to skill set, level, experience, relevant training, and licensure and certifications. To support the ability to reward for merit based performance, CGI typically does not hire individuals at or near the top of the range for their role. Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for this role in the U.S. is $76,900.00 $95,700.00.

CGI's benefits are offered to eligible professionals on their first day of employment to include:    . Competitive compensation  . Comprehensive insurance options  . Matching contributions through the 401(k) plan and the share purchase plan  . Paid time off for vacation, holidays, and sick time  . Paid parental leave  .Learning opportunities and tuition assistance  . Wellness and Well being programs

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.

Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status or responsibilities, reproductive health decisions, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics to the extent required by applicable federal, state, and/or local laws where we do business.

CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at View email address on clients.njoyn.com . You will need to reference the Position ID of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a Position ID will not be returned.

We make it easy to translate military experience and skills! Click here to be directed to our site that is dedicated to veterans and transitioning service members.

All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held. Dependent upon role and/or federal government security clearance requirements, and in accordance with applicable laws, some background investigations may include a credit check. CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances.

CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI’s legal duty to furnish information.