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About the Role

We are looking for a customer-focused Mortgage Customer Service Representative to assist borrowers and brokers throughout the mortgage loan process. The ideal candidate has experience in the mortgage, banking, or financial services industry and is committed to providing professional and reliable customer support.

Key Responsibilities

• Respond to inquiries from borrowers and brokers regarding mortgage applications, loan requirements, and processes.
• Provide timely and accurate updates regarding loan application progress and status.
• Address loan-related concerns and provide basic technical assistance when needed.
• Guide customers through documentation requirements and mortgage procedures.
• Coordinate with Underwriting, Loan Setup, and Account Management teams to resolve concerns and ensure a smooth customer experience.
• Maintain professional communication while following company policies, procedures, and industry standards.
• Document customer interactions and ensure concerns are properly tracked and addressed.

Qualifications

• At least 1 year of mortgage industry experience is required.
• Previous Customer Service or BPO experience, preferably in mortgage, banking, or financial services.
• Excellent verbal and written English communication skills.
• Strong customer service and problem-solving skills.
• Detail-oriented with the ability to handle multiple customer concerns efficiently.
• Customer-focused and professional when handling borrowers and brokers.
• Comfortable working independently in a fast-paced remote environment.