What are the responsibilities and job description for the Customer Care Specialist - Mortgage Services position at Capital Management Services?
Location: Remote
Job Type: Full-Time
Industry: Mortgage Servicing / Financial Services
Reports To: Customer Service Manager
Location Requirement:
This position is only available to candidates residing in Pennsylvania (PA), Ohio (OH), or West Virginia (WV).
Upcoming Start Date / New Hire Orientation:
- April 20th
- 8:30 AM – 12:30 PM
About Us
Our mission is to empower homeowners while delivering exceptional service at every touchpoint. We foster a collaborative, innovative, and customer-first culture-and we're looking for motivated professionals to grow with us.
Position Overview
We are seeking a customer-focused Customer Service Representative to assist homeowners with mortgage-related inquiries in a fast-paced, high-volume environment. This role is ideal for someone who thrives on problem-solving, clear communication, and delivering a high-quality customer experience.
Key Responsibilities
- Handle high-volume inbound and outbound calls in a call center environment
- Assist customers with mortgage servicing inquiries, including payments, escrow, and taxes
- Clearly explain account details, processes, and next steps to homeowners
- Accurately document all customer interactions in internal systems
- Research and resolve customer issues using established procedures and sound judgment
- Identify root causes and provide effective, timely solutions
- Meet or exceed individual and team performance metrics (quality, productivity, etc.)
- Escalate complex issues as needed and ensure timely follow-up
- Deliver a professional, empathetic, and customer-first experience on every interaction
Qualifications
- High school diploma or equivalent required
- Customer service or call center experience preferred (mortgage or financial services a plus)
- Strong verbal and written communication skills
- Ability to manage high call volumes while maintaining accuracy and professionalism
- Excellent problem-solving and organizational skills
- Detail-oriented with strong multitasking abilities
- Basic knowledge of mortgage servicing (escrow, taxes, payments) preferred
- Comfortable using CRM systems and call center technology
What You Bring
- Passion for helping customers and resolving issues
- Confidence and professionalism on the phone
- Strong analytical thinking and decision-making skills
- Team-oriented mindset with a positive attitude
- Commitment to delivering a high-quality customer experience
Why Join Us
- Work remotely with a nationally recognized mortgage servicing organization
- Competitive pay and comprehensive benefits package
- Supportive, team-oriented culture
- Opportunities for career growth and development
Apply Today
Join a company where your contributions matter, your growth is supported, and your work makes a real impact on homeowners every day.
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