Customer Service Representative - East Palestine - Capital Management Services

    Capital Management Services
    Capital Management Services East Palestine

    1 week ago

    Description

    Job Title: Customer Service Representative - Mortgage Servicing

    Location: Remote
    Employment Type: Full-time
    Industry: Mortgage Servicing / Financial Services
    Reports To: Customer Service Manager

    About Us

    We are one of the leading national providers of full-service and interim subservicing solutions in the mortgage industry. Our team is committed to empowering homeowners and providing outstanding service that exceeds expectations. We foster a culture of innovation, entrepreneurship, and customer-first thinking-and we're looking for passionate professionals to join us in making a difference.

    Position Summary

    Are you an experienced Customer Service professional motivated by delivering high-quality, customer-centric support in a fast-paced, high-visibility role? We are seeking a dynamic and confident individual to assist homeowners with mortgage-related inquiries, issues, and solutions. This position plays a key role in maintaining customer satisfaction and promoting our core values of empowerment and service excellence.

    Key Responsibilities

    • Handle inbound and outbound calls in a high-volume call center environment.
    • Assist homeowners with routine and complex issues regarding mortgage servicing.
    • Explain processes related to escrow, taxes, and payment applications in a clear and supportive manner.
    • Use an advanced telephony system to manage customer interactions.
    • Accurately document all customer communications within internal platforms.
    • Resolve inquiries using sound judgment, data analysis, and established procedures.
    • Identify root causes of issues and provide effective solutions.
    • Meet and exceed individual and team performance metrics.
    • Escalate issues when appropriate and follow up through resolution.
    • Act as a brand ambassador by delivering service aligned with company values and standards.

    What You Bring

    • A passion for helping others and providing outstanding service.
    • Confidence in speaking to customers over the phone with empathy and professionalism.
    • Working knowledge of mortgage servicing topics such as escrow, tax, and payment processes.
    • A team-first mindset with a desire to lead by example.
    • Strong analytical and decision-making skills.
    • A commitment to consistent engagement in delivering a positive customer and brand experience.

    Required Qualifications

    • High school diploma or equivalent.
    • Minimum of 2 years of call center or customer service experience (preferably in financial services or mortgage).
    • Strong verbal and written communication skills.
    • Proven ability to manage high call volumes while maintaining accuracy and professionalism.
    • Excellent attention to detail and organizational skills.
    • Problem-solving ability with a focus on resolution and customer satisfaction.
    • Basic understanding of mortgage products preferred.

    Why Join Us?

    • Opportunity to work with one of the top mortgage subservicing providers in the country.
    • Collaborative and inclusive company culture.
    • Commitment to employee growth and development.
    • Competitive compensation and benefits package.

    Apply today to join a team where your voice matters, your work is valued, and your impact is real.

    #ZR

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