Customer Service Representative – Mortgage Servicing

Location: Remote
Employment Type: Full-time
Industry: Mortgage Servicing / Financial Services
Reports To: Customer Service Manager

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.

• 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.

• 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.

• 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.

• Opportunity to work with one of the top mortgage subservicing providers in the country.

• Collaborative and inclusive company culture.

• Commitment to employee growth and development.

• Competitive compensation and benefits package.

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