Mortgage Client Service Representative

Position Overview

The Mortgage Client Service Representative is responsible for contacting incoming leads, gathering basic borrower information, and connecting qualified clients with a Loan Officer. This role requires comfort with phone-based communication, a customer-focused approach, and an interest in professional growth within the mortgage industry.

• 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.

• 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.

Cross Country Mortgage, LLC offers a competitive compensation plan and a robust benefits package, including medical, dental, vision, 401K, short‑term disability, employee assistance program, and wellness program.

Cross Country Mortgage, LLC strives to provide employees with a robust benefit package:  California residents:
Please see Cross Country’s privacy statement for information about how Cross Country collects and uses personal information about California applicants. Cross Country Mortgage supports equal employment opportunity in hiring, development and advancement for all qualified persons without regard to race, color, religion, religious creed, national origin, age, physical or mental disability, ancestry, marital status, uniformed service, covered veteran status, citizenship status, sex (including pregnancy, childbirth, and related medical conditions, and lactation), sexual orientation, gender identity, gender expression, transgender status, domestic violence victim status (where applicable), protected hair style or texture, genetic information (testing or characteristics), or any other protected status of an individual or because of the individual’s association with a member of a protected group or any other characteristic protected by federal, state, or local law (Protected Characteristics).

The collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, self‑expression, unique capabilities and talent that our employees invest in their work represents a significant part of not only our culture, but our reputation. The Company is committed to fostering, cultivating and preserving a culture that welcomes diversity and inclusion. Cross Country Mortgage, LLC (NMLS
3029) is an FHA Approved Lending Institution and is not acting on behalf of or at the direction of HUD/FHA or the Federal government. To verify licensing, please visit www.

NMLSConsumer

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