Mortgage Customer Service Representative (Hybrid Set-up)
About The Position
The Mortgage Customer Service Representative handles incoming mortgage servicing inquiries from borrowers, insurance agents, and financial institutions. The role responds to questions about mortgage payments, escrow accounts, homeowners insurance coverage, and other servicing matters. Representatives research inquiries across multiple systems, document interactions according to company policies and procedures, and provide accurate, professional service while meeting quality, productivity, and compliance standards. The role involves approximately 45–60 inbound calls per day, with call volume varying based on business needs and average call durations of 2–7 minutes. The representative uses problem-solving and critical-thinking skills to resolve customer concerns, navigates multiple applications while maintaining attention to detail, and communicates with a range of stakeholders with professionalism and empathy. Training is on-site for the first 45 days. After training, the position follows a hybrid schedule of three days working from home and two days on-site. Offices are located in Troy, Michigan, and Daytona Beach, Florida; the posting identifies the position as based in Troy, Michigan. This is a contract-to-hire position. The pay range is $17.00–$18.50 per hour, with individual compensation determined by factors including qualifications, skills, relevant experience, job knowledge, geographic location, and internal equity. The posting describes potential benefits for eligible temporary-role employees, subject to eligibility requirements and plan terms.
Responsibilities
- Handle approximately 45–60 inbound customer calls per day, with call volumes fluctuating based on business needs and average calls lasting 2–7 minutes.
- Serve as the primary contact for mortgage servicing inquiries from borrowers, insurance agents, and financial institutions.
- Respond to questions about mortgage payments, escrow accounts, homeowners insurance coverage, and other servicing matters.
- Research customer inquiries across multiple systems and accurately document interactions according to company policies and procedures.
- Provide timely, accurate, and professional service while meeting quality, productivity, and compliance standards.
- Resolve customer concerns by using problem-solving and critical-thinking skills to identify appropriate solutions.
- Navigate multiple applications simultaneously while maintaining attention to detail and delivering a positive customer experience.
- Communicate effectively with borrowers, insurance providers, and financial institutions.
- Handle customer interactions professionally and empathetically, with a commitment to excellent service.
Benefits
- Medical, dental, and vision coverage, if eligible.
- Critical illness, accident, and hospital coverage, if eligible.
- 401(k) retirement plan with pre-tax and Roth post-tax contribution options, if eligible.
- Voluntary life and AD&D insurance for employees and dependents, if eligible.
- Short- and long-term disability coverage, if eligible.
- Health Spending Account (HSA), if eligible.
- Transportation benefits, if eligible.
- Employee Assistance Program, if eligible.
- Time off or leave, including PTO, vacation, or sick leave, if eligible.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
