Customer Service Representative – Mortgage Servicing

About the role

We are one of the leading national providers of full-service and interim subservicing solutions in the mortgage industry. Our team is committed to empowering homeowners and providing outstanding service that exceeds expectations. We foster a culture of innovation, entrepreneurship, and customer-first thinking-and we're looking for passionate professionals to join us in making a difference.

Are you an experienced Customer Service professional motivated by delivering high-quality, customer-centric support in a fast-paced, high-visibility role? We are seeking a dynamic and confident individual to assist homeowners with mortgage-related inquiries, issues, and solutions. This position plays a key role in maintaining customer satisfaction and promoting our core values of empowerment and service excellence.

Responsibilities

• Handle inbound and outbound calls in a high-volume call center environment.
• Assist homeowners with routine and complex issues regarding mortgage servicing.
• Explain processes related to escrow, taxes, and payment applications in a clear and supportive manner.
• Use an advanced telephony system to manage customer interactions.
• Accurately document all customer communications within internal platforms.
• Resolve inquiries using sound judgment, data analysis, and established procedures.
• Identify root causes of issues and provide effective solutions.
• Meet and exceed individual and team performance metrics.
• Escalate issues when appropriate and follow up through resolution.
• Act as a brand ambassador by delivering service aligned with company values and standards.

Skills

• A passion for helping others and providing outstanding service.
• Confidence in speaking to customers over the phone with empathy and professionalism.
• Working knowledge of mortgage servicing topics such as escrow, tax, and payment processes.
• A team-first mindset with a desire to lead by example.
• Strong analytical and decision-making skills.
• A commitment to consistent engagement in delivering a positive customer and brand experience.

Qualifications

• High school diploma or equivalent.
• Minimum of 2 years of call center or customer service experience (preferably in financial services or mortgage).
• Strong verbal and written communication skills.
• Proven ability to manage high call volumes while maintaining accuracy and professionalism.
• Excellent attention to detail and organizational skills.
• Problem-solving ability with a focus on resolution and customer satisfaction.
• Basic understanding of mortgage products preferred.