Customer Service Representative – Mortgage Servicing

Capital Management Services•East Palestine, OH

1d•Remote

About The Position

Supporting 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.

Requirements

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.

Nice To Haves

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.
Basic understanding of mortgage products preferred.

Responsibilities

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.