Customer Service Representative

Job Description

Job Description

We are looking for a Customer Service Representative to join a financial services team in California. This contract opportunity is well suited for someone who enjoys speaking with customers, gathering key information, and helping individuals move forward in the early stages of the loan process. The person in this role will serve as an important first point of contact, creating a positive experience while supporting a high-volume, process-driven environment.

Responsibilities:
• Speak with prospective borrowers to collect preliminary information and understand their financing needs.
• Use a consistent questioning approach to evaluate basic qualification factors such as income, credit profile, and loan purpose.
• Enter customer details accurately into company systems and maintain complete, organized records.
• Direct eligible applicants to the appropriate Loan Officer to continue the lending process.
• Provide courteous, attentive service during every interaction to build trust and create a positive customer experience.
• Manage a steady flow of inbound and outbound calls while meeting productivity and conversion goals.
• Follow established workflows and service standards to support efficient front-end loan processing.• At least 1 year of experience in customer service, call center support, or another client-facing role.
• Strong verbal communication skills with the ability to quickly establish rapport with customers.
• Comfortable working in a fast-paced environment with high call volume and structured procedures.
• High level of accuracy when documenting information and performing data entry tasks.
• Ability to handle inbound and outbound phone interactions professionally and efficiently.
• Experience using CRM or customer service platforms such as Salesforce is helpful.
• Previous exposure to mortgage or financial services is preferred but not required.