Remote Mortgage Customer Service Representative

Join to apply for the Remote Mortgage Customer Service Representative role at Mass Markets.

This position supports customer service for mortgage customers. You will interact with hundreds of customers weekly across the country to resolve support issues and ensure a best-in-class customer experience. Candidates should be confident, engaged, team-oriented, and enthusiastic about their work.

To apply, complete a full application on our careers page, including screening questions and a brief pre-employment test.

• Handle inbound customer calls courteously and professionally
• Understand customer needs and resolve issues
• Escalate issues to appropriate staff or management
• Achieve first call resolution through effective problem-solving
• Follow client processes and perform tasks courteously
• Use knowledge base and training to answer questions
• Create and maintain accurate CRM records
• Document call resolutions properly
• Follow confidentiality and privacy requirements
• Adhere to scripts, policies, and schedules

Ideal candidates are motivated, energetic, confident, and committed. MCI provides comprehensive training.

• Must be 18+ years old
• High School Diploma or equivalent
• Ability to multi-task across multiple screens
• Typing speed of 30-45 WPM
• Fluent in reading and speaking English
• Familiarity with Windows applications and ability to learn new systems
• Excellent communication skills
• Customer-oriented attitude (empathetic, patient, responsive)
• Reliable with good attendance
• Problem-solving aptitude
• Ability to work in a fast-paced, changing environment

• Experience in banking or financial services
• Data entry experience and strong communication skills

We offer competitive pay based on experience, with benefits including paid time off, incentives, health coverage, retirement plans, disability and life insurance, career growth opportunities, paid training, and a supportive work environment.

This role is primarily sedentary, requiring long periods of sitting and computer use. Candidates must be authorized to work in the country, willing to undergo background and drug screening, and able to meet other employment conditions.

MCI is committed to diversity and inclusion, providing equal employment opportunities without discrimination based on protected characteristics. We support reasonable accommodations for employees with disabilities.

MCI specializes in business process outsourcing, IT services, and customer experience solutions, with a strong growth record and multiple global locations. We aim to deliver industry-leading services and foster a supportive, innovative workplace.

• Seniority level:
  Entry level
• Employment type:
  
  Full-time
• Job function:
  Other
• Industries: IT Services and IT Consulting