Home Loan Customer Service Representative

Home Loan Customer Service Representative

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.
• 12+ 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