Mortgage Call Center Agent- Customer Service

MidFirst Bank • Oklahoma City, OK

12d

About The Position

Midland Mortgage, a division of MidFirst Bank, is seeking a customer-focused Contact Center Agent to provide telephone support to mortgage customers through inbound and outbound calls. The agent addresses questions and requests related to mortgage servicing, including payments, documents, mortgage verification, escrow, payoff, property damage claims, and past-due accounts. For borrowers who are behind on payments, the agent helps identify solutions to help them remain in their homes and avoid foreclosure. All interactions must comply with regulatory standards while providing empathetic, patient, and professional service.

The position operates in a fast-paced, team-oriented call center and uses telephony systems to manage customer inquiries. Agents take ownership of the customer experience, meet individual and team performance benchmarks, document communications in accordance with regulatory guidelines, and escalate complex cases appropriately. Available schedules include full-time and part-time options during business hours of 8 a.m.–7 p.m. Monday through Friday and 9 a.m.–1 p.m. Saturday. Agents must be available to work one Saturday per month.

Requirements

• High school diploma or equivalent.
• At least 1 year of customer service experience.
• Strong communication and problem-solving abilities.
• Attention to detail.
• Availability to work one Saturday per month, from 9 a.m. to 1 p.m.

Nice To Haves

• College degree or some college.
• Customer service experience in a high-volume or fast-paced environment.
• Previous call center experience.
• Previous mortgage servicing experience.
• Fluency in both Spanish and English; bilingual candidates earn an additional $2 per hour.

Responsibilities

• Handle inbound and outbound customer calls about mortgage loan servicing.
• Accept payments and provide requested documents.
• Answer questions about mortgage verification, escrow, payoff, and property damage claims.
• Help borrowers with past-due accounts find solutions to remain in their homes and avoid foreclosure.
• Use telephony systems to address customer inquiries and issues in a fast-paced call center.
• Take ownership of the customer experience and meet individual and team performance benchmarks.
• Respond to customers’ emotional cues with compassion and understanding, building trust and maintaining composure during challenging interactions.
• Document communications in compliance with regulatory guidelines and escalate complex cases appropriately.

Benefits

• Medical, dental, and vision coverage.
• Paid holidays.
• Tuition reimbursement.
• 401(k).
• Monthly performance-based incentive bonuses in addition to base pay.
• Extensive classroom-style on-the-job training in mortgage servicing operations and communications.
• Friendly business casual atmosphere.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED