Mortgage Contact Center Agent- CS

About the role

Midland Mortgage, a division of MidFirst Bank, is one of the most successful home mortgage servicers in the country. We are looking for energetic individuals with excellent communication skills who enjoy helping others in a team-oriented contact center environment. The Contact Center Agent will provide telephone support to Midland Mortgage customers related to the servicing of their mortgage loan accounts via both inbound and outbound telephone interactions. Customer inquiries addressed involve, but are not limited to, accepting payments, providing documents, answering questions related to mortgage verification, escrow, payoff, property damage claims, and helping borrowers with past due accounts find solutions to remain in their homes and avoid foreclosure. All interactions must meet regulatory compliance standards, while actively managing the customer experience by demonstrating empathy, patience, and professionalism.

Responsibilities

• Operate within a fast-paced, dynamic call center environment, utilizing advanced telephony systems to address a wide range of customer inquiries and issues.
• Take full ownership of the customer experience, consistently meeting individual and team performance benchmarks aligned with industry-best practices.
• Ensure positive customer experiences by recognizing and responding to emotional cues from customers with compassion and understanding, creating a supportive and reassuring environment, building trust, and maintaining composure during challenging interactions.
• Document all communication in compliance with regulatory guidelines, with appropriate escalation of complex cases.

Requirements

• High School diploma or equivalent required (college degree or some college preferred).
• Minimum of 1 year of customer service experience, preferably in a high-volume or fast-paced environment.
• Strong communication, problem-solving abilities, and attention to detail.
• Candidates with previous call center and/or mortgage servicing experience are strongly encouraged to apply.

Benefits

• Comprehensive compensation package including medical, dental, vision, paid holidays, tuition reimbursement, and 401(k).
• Monthly performance-based incentive bonuses in addition to base pay.
• Extensive classroom-style on-the-job training program in home mortgage servicing operations and communications.
• Friendly business casual atmosphere.

Pay

Bilingual candidates fluent in both Spanish and English will earn an additional $2 per hour.

Schedule

• Various available full and part-time work schedules within business hours of 8AM–7PM Monday–Friday and 9AM–1PM Saturday.
• Must be available to work one Saturday 9AM–1PM per month.