Mortgage Customer Service Representative

Overview

As a Customer Experience Specialist I will act as the primary consumer contact to guide a consumer through the loan origination process after the customer meets with a Loan Officer. Responsibilities may be limited within a specific function/channel.

• Receive inbound calls and make outbound calls to consumers
• Receive inbound text messages (where the consumer has provided express consent) and facilitate outbound text messages to consumers
• Answer high‑volume, inbound calls or texts from current customers in a timely manner. Provide exceptional customer service to all customers’ mortgage loan inquiries/requests.
• Monitoring work queues and intervening as needed
• Interacting with multiple departments to expedite processing and/or issue resolution

• Call center experience within mortgage originations or servicing is a plus
• Mortgage operations experience (Processors, Loan Officers, Closers, etc.) with strong communication skills and comfort handling calls
• General understanding of applicable Federal, State and local mortgage regulations is a plus
• Must be a team player with strong attention to detail and able to work independently
• Proven track record at delivering timely and accurate information in a fast‑paced environment
• Excellent critical thinking, problem solving, mathematical skills and sound judgment
• Effective time management skills to deliver work on time
• Capable communicator, written and oral
• Strong negotiation skills with ability to effectively resolve problems
• Demonstrated proficiency with computers and mainstream computer applications (Microsoft, Google, etc.)

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

The pay range for this position is $22.00 - $23.00/hr.

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre‑tax and Roth post‑tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long‑term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully onsite position in Carrollton, TX. Final date to receive applications:
This position is anticipated to close on Mar 6, 2026.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.