Customer Support Specialist – Mortgage Servicing

Customer Support Specialist – Mortgage Servicing

Category: Service Desk / End User Services

Main location: United States, Texas, Plano

Position : J

Employment Type: Full Time

Position

Description:

CGI is seeking a Customer Support Specialist to serve as the second level of support for inbound consumer inquiries, focusing on resolving complex and escalated customer issues. This role is responsible for delivering exceptional customer service through professional, empathetic, and compliant communication while ensuring concerns are resolved efficiently and accurately.

This role is located at a client site in Plano, TX. A hybrid working model is acceptable.

The ideal candidate thrives in a fast paced, high-volume environment, demonstrates strong conflict resolution skills, and remains calm under pressure. Working closely with internal teams, this individual will research and resolve customer issues, maintain detailed documentation, and ensure adherence to established policies and regulatory requirements. Prior experience in a mortgage servicing or call center environment is highly valued.

• 2+ years of experience in a customer service or call center environment
• Strong customer service experience with a focus on handling escalated customer interactions
• Excellent verbal and written communication skills with the ability to explain complex information clearly
• Proven ability to de-escalate difficult conversations while maintaining professionalism and empathy
• Experience working in a high volume call center or customer support environment
• Knowledge of mortgage servicing processes is highly preferred
• Strong problem solving skills with excellent attention to detail
• Comfortable navigating multiple systems and applications simultaneously
• Ability to document customer interactions accurately and thoroughly
• Self motivated with the ability to work independently while collaborating effectively with cross functional teams
• Understanding of compliance standards and the importance of following established procedures

Experience in a mortgage servicing environment is strongly preferred.

Bachelor's degree in Computer Science, Information Systems, or a related field.

Compensation range: $76,900.00 – $95,700.00.

Qualified applicants will receive consideration for employment without regard to race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status or responsibilities, reproductive health decisions, political affiliation, genetic information, height, weight or any other legally protected status or characteristics to the extent required by applicable federal, state, and/or local laws where we do business.

CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at US_ and reference the Position .