Mortgage Client Service Representative

Job Overview

The Mortgage Client Service Representative role at CrossCountry Mortgage (CCM) involves contacting leads, gathering information, and connecting qualified clients with Loan Officers.

Qualifications and Skills

• High school diploma or equivalent
• 1+ years of experience in customer service, sales, telemarketing, or lead conversion (preferred)
• Experience working with a diverse range of clients, including veterans and active-duty service members (preferred)
• Comfortable asking questions, gathering information, and handling objections
• Excellent customer service, communication, and phone skills
• Highly detail-oriented, organized, with excellent follow-up skills
• Basic proficiency in Microsoft Office and CRM systems
• Willingness to obtain a mortgage license

Job Responsibilities

• Contact inbound and outbound leads by phone in a timely and professional manner
• Gather basic borrower information
• Identify borrower needs and connect qualified prospects with a Loan Officer
• Schedule appointments and maintain follow-up tasks in the CRM
• Accurately document lead status, call outcomes, and next steps
• Manage a high volume of calls while maintaining strong customer service
• Support the loan team by helping move leads through the early stages of the process
• Follow company procedures and communication standards
• Participate in training and development with the goal of obtaining a mortgage license

Benefits

CCM offers a competitive compensation plan and a robust benefits package, including medical, dental, vision, a 401K, short-term disability, an employee assistance program, and a wellness program. Veterans Lending Group, a registered tradename of CrossCountry Mortgage, LLC, provides equal housing opportunities and supports equal employment opportunities for all qualified persons without regard to Protected Characteristics.