Customer Care Representative

Customer Care Representative – Mortgage

We are seeking a Customer Care Representative to support homeowners with their mortgage-related questions. This role is perfect for someone who enjoys helping others, can multitask in a fast-paced environment, and is comfortable guiding customers through payment-related conversations.

• Handle inbound calls regarding mortgage payments, escrow, PMI, account changes, and online account issues.
• Deliver first-call resolution and exceptional customer experience.
• Make outbound courtesy calls to customers who have not yet made their monthly payment.
• Assist homeowners with account updates, password resets, and general mortgage questions.
• Explain escrow changes, tax/insurance impacts, and PMI requirements in simple terms.
• Maintain accurate notes and follow compliance expectations.
• Collaborate with team members and leadership to ensure a smooth customer experience.

• High School Diploma or GED.
• 1+ year of customer service experience.
• Strong job tenure (ideally 2+ years in previous roles).
• Strong computer navigation skills (multiscreen use, Microsoft Office, toggling).
• Comfortable discussing payment obligations with customers.
• Excellent customer service approach – empathetic, calm, and solution‑oriented.
• Passion for helping people and providing a supportive customer experience.

• Mortgage servicing experience.
• Bilingual:
  Spanish/English.

Contract to Hire, fully onsite position based in Englewood, CO.

Pay range: $20.00 – $23.00 per hour.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be specific elections, plan or program terms.

• Medical, dental & vision.
• Critical Illness, Accident, and Hospital.
• 401(k) Retirement Plan – pre‑tax and Roth post‑tax contributions available.
• Life Insurance (voluntary life & AD&D for the employee and dependents).
• Short‑ and long‑term disability.
• Health Spending Account (HSA).
• Transportation benefits.
• Employee Assistance Program.
• Time off / leave (PTO, vacation or sick leave).

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information, or any characteristic protected by law.

San Francisco Fair Chance Ordinance:
For all positions located in the city and county of San Francisco, we will consider qualified applicants with arrest and conviction records.

Massachusetts Lie Detector:
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI):
We may use AI to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.