Customer Care Representative

Overview

Customer Service Representative

Position Overview:

We are seeking customer-focused and motivated mortgage customer service representatives to join our growing team. In this role you will serve as the primary point of contact for homeowners, handling inbound and outbound calls related to mortgage servicing and account inquiries. The ideal candidate is passionate about helping others, comfortable discussing payments, and committed to delivering first‑call resolution while providing an exceptional customer experience.

• Handle inbound calls from residential homeowners regarding mortgage servicing inquiries.
• Resolve customer issues and questions on the first call whenever possible.
• Assist customers with monthly mortgage payments, account maintenance and address changes, password resets and online account access, escrow account questions and payment changes, PMI removal requests, and general mortgage servicing questions.
• Make outbound calls to customers who have not yet submitted their monthly mortgage payment.
• Educate homeowners on mortgage account details and available solutions.
• Accurately document customer interactions and account updates.
• Navigate multiple systems and applications while speaking with customers.
• Meet productivity, quality, and customer service performance expectations.
• Provide compassionate, professional service while balancing customer needs and business objectives.

• High School Diploma or GED required.
• Minimum of 1 year of contact center/call center experience.
• Demonstrated employment stability and tenure in previous positions.
• Strong computer proficiency, including navigating multiple applications simultaneously, working with dual monitors, Microsoft Office knowledge, and accurate data entry.
• Comfortable discussing payments and requesting payment commitments from customers.
• Strong verbal communication and active listening skills.
• Excellent customer service mindset with a passion for helping others.
• Ability to remain professional and empathetic during challenging customer interactions.

• Mortgage servicing or mortgage industry experience.
• Bilingual in English and Spanish.
• Experience working in a financial services or banking environment.
• Collections or payment‑related customer service experience with a customer‑first approach.

• $20.00 per hour – Customer service experience with no contact center experience.
• $21.00–$22.00 per hour – 1–5 years of contact center experience.
• $23.00 per hour – Mortgage contact center experience.

• Monthly performance bonus opportunity averaging $300–$500 per month based on productivity metrics.
• Employee appreciation gift card program with award amounts increasing based on tenure.

• Medical, dental & vision coverage.
• Critical Illness, Accident, and Hospital coverage.
• 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 coverage.
• Health Spending Account (HSA).
• Transportation benefits.
• Employee Assistance Program.
• Time Off/Leave (PTO, vacation or sick leave).

• 100% Onsite Position.
• Monday‑Friday: 9:00 AM – 6:00 PM CST.
• One Saturday per month: 8:00 AM – 12:00 PM CST – Employees receive a half day off the following week.
• During peak periods (typically the last week of the month or the week prior):
  Tuesday and Thursday shifts to 10:00 AM – 7:00 PM CST.
• Once fully trained and working independently, Saturday shifts may be worked remotely.
• Business casual dress code.
• 3‑month Contract‑to‑Hire opportunity with potential for direct hire based on experience and performance.

The successful candidate genuinely enjoys helping people, thrives in a fast‑paced contact center environment, and can confidently discuss payment‑related matters while maintaining empathy and professionalism. Mortgage experience is a plus, but individuals with strong customer service skills, a positive attitude, and a passion for serving others are encouraged to apply.

Contract to Hire position based out of Houston, TX.