Customer Care Specialist – Mortgage Services

Capital Management Services•East Palestine, OH

1d•Remote

About The Position

We are seeking a customer-focused Customer Service Representative to assist homeowners with mortgage-related inquiries in a fast-paced, high-volume environment. This role is ideal for someone who thrives on problem-solving, clear communication, and delivering a high-quality customer experience.

Requirements

High school diploma or equivalent required
Customer service or call center experience preferred (mortgage or financial services a plus)
Strong verbal and written communication skills
Ability to manage high call volumes while maintaining accuracy and professionalism
Excellent problem-solving and organizational skills
Detail-oriented with strong multitasking abilities
Basic knowledge of mortgage servicing (escrow, taxes, payments) preferred
Comfortable using CRM systems and call center technology
Passion for helping customers and resolving issues
Confidence and professionalism on the phone
Strong analytical thinking and decision-making skills
Team-oriented mindset with a positive attitude
Commitment to delivering a high-quality customer experience

Nice To Haves

Customer service or call center experience preferred (mortgage or financial services a plus)
Basic knowledge of mortgage servicing (escrow, taxes, payments) preferred

Responsibilities

Handle high-volume inbound and outbound calls in a call center environment
Assist customers with mortgage servicing inquiries, including payments, escrow, and taxes
Clearly explain account details, processes, and next steps to homeowners
Accurately document all customer interactions in internal systems
Research and resolve customer issues using established procedures and sound judgment
Identify root causes and provide effective, timely solutions
Meet or exceed individual and team performance metrics (quality, productivity, etc.)
Escalate complex issues as needed and ensure timely follow-up
Deliver a professional, empathetic, and customer-first experience on every interaction