Customer Support Specialist – Mortgage Servicing

CGI•Plano, TX

3d•Hybrid

About The Position

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

Requirements

2+ years of experience in a customer service or call center environment required.
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 deescalate difficult conversations while maintaining professionalism and empathy.
Experience working in a high volume call center or customer support environment.
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.

Nice To Haves

Knowledge of mortgage servicing processes is highly preferred.
Experience in a mortgage servicing environment is strongly preferred.

Responsibilities

Serve as the second level of support for inbound consumer inquiries, focusing on resolving complex and escalated customer issues.
Deliver exceptional customer service through professional, empathetic, and compliant communication.
Ensure concerns are resolved efficiently and accurately.
Research and resolve customer issues.
Maintain detailed documentation.
Ensure adherence to established policies and regulatory requirements.