What are the responsibilities and job description for the Customer Service Representative – Mortgage Servicing position at Capital Management Services, LP?
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
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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.
- 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.
- 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.
- 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.
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