Customer Care Representative

Customer Service Representative

Position Overview

We are seeking customer-focused and motivated Mortgage Customer Service Representatives to join our growing team. In this role, you will serve as the primary point of contact for homeowners, handling inbound and outbound calls related to mortgage servicing and account inquiries. The ideal candidate is passionate about helping others, comfortable discussing payments, and committed to delivering first-call resolution while providing an exceptional customer experience.

As our organization continues to grow through new loan portfolio acquisitions, we are expanding our team to support increased customer demand and ensure homeowners receive timely, accurate assistance.

Key Responsibilities

• Handle inbound calls from residential homeowners regarding mortgage servicing inquiries.
• Resolve customer issues and questions on the first call whenever possible.
• Assist customers with:
• Monthly mortgage payments
• Account maintenance and address changes
• Password resets and online account access
• Escrow account questions and payment changes
• Private Mortgage Insurance (PMI) removal requests
• General mortgage servicing questions
• Make outbound calls to customers who have not yet submitted their monthly mortgage payment.
• Educate homeowners on mortgage account details and available solutions.
• Accurately document customer interactions and account updates.
• Navigate multiple systems and applications while speaking with customers.
• Meet productivity, quality, and customer service performance expectations.
• Provide compassionate, professional service while balancing customer needs and business objectives.

Required Qualifications

• High School Diploma or GED required.
• Minimum of 1 year of contact center/call center experience.
• Demonstrated employment stability and tenure in previous positions.
• Strong computer proficiency, including:
• Navigating multiple applications simultaneously
• Working with dual monitors
• Microsoft Office knowledge
• Accurate data entry
• Comfortable discussing payments and requesting payment commitments from customers.
• Strong verbal communication and active listening skills.
• Excellent customer service mindset with a passion for helping others.
• Ability to remain professional and empathetic during challenging customer interactions.

Preferred Qualifications

• Mortgage servicing or mortgage industry experience.
• Bilingual in English and Spanish.
• Experience working in a financial services or banking environment.
• Collections or payment-related customer service experience with a customer-first approach.

Compensation

• $20/hour – Customer service experience with no contact center experience
• $21-$22/hour – 1-5 years of contact center experience
• $23/hour – Mortgage contact center experience

Additional Earnings

• Monthly performance bonus opportunity averaging $300-$500 per month based on productivity metrics.
• Employee appreciation gift card program, with award amounts increasing based on tenure.

Why Join Us?

For over 40 years, our company has maintained a people-first culture that combines the stability of an established organization with the feel of a family-owned business. We believe that providing outstanding service starts with investing in our employees.

What sets us apart:

• Collaborative, supportive team environment
• Strong focus on customer satisfaction and employee engagement
• Career growth opportunities through a Contract-to-Hire program
• Performance-based bonus opportunities
• Employee recognition and rewards programs
• Ongoing training and development

Schedule & Work Environment

• 100% Onsite Position
• Monday-Friday: 9:00 AM - 6:00 PM CST
• One Saturday per month: 8:00 AM - 12:00 PM CST
• Employees receive a half day off the following week.
• During peak periods (typically the last week of the month or prior week):
• Tuesday and Thursday schedule shifts to 10:00 AM - 7:00 PM CST
• Once fully trained and working independently:
• Saturday shifts may be worked remotely.
• Business casual dress code.
• 3-month Contract-to-Hire opportunity with potential for direct hire based on experience and performance.

Ideal Candidate

The successful candidate is someone who genuinely enjoys helping people, thrives in a fast-paced contact center environment, and can confidently discuss payment-related matters while maintaining empathy and professionalism. Mortgage experience is a plus, but individuals with strong customer service skills, a positive attitude, and a passion for serving others are encouraged to apply.

Job Type & Location

This is a Contract to Hire position based out of Houston, TX.

Pay and Benefits

The pay range for this position is $20.00 - $23.00/hr.

Eligibility requirements apply to some benefits and may depend on your job

classification and length of employment. Benefits are subject to change and may be

subject to specific elections, plan, or program terms. If eligible, the benefits

available for this tem…