What are the responsibilities and job description for the Mortgage Customer Specialist position at Firstsource Solutions?
Mortgage Customer Specialist
Date: Oct 17, 2025
Location:Floral City, Florida, US
Requisition ID: 17745
Description:
FirstSource Healthcare has immediate Full Time Work from Home positions available as Customer Service Specialist
Our employees contact homeowners to assist them in catching up on loan payments. We are committed to providing compassionate support to our customers as we help them navigate home loan payments during challenging times.
Key Responsibilities
- Identify customer questions, complaints, concerns, and overall needs.
- Handle customer complaints respectfully and professionally.
- Redirect customers to appropriate departments and teams when appropriate.
- Follow up with callers on complaint/question status, ensure resolution.
- Collaborate with call center team members and other company departments to ensure overall customer and product satisfaction.
- Follow all communication procedures, policies, and guidelines during every customer interaction.
- Perform duties and responsibilities with our customers' satisfaction as your number one priority.
Required Qualifications
- High School Diploma or GED.
- Minimum one year of Call Center experience required
- Helpful, friendly customer service experience is required.
- Able to talk on the phone and navigate a computer at the same time.
- Able to read notes within the computer system to answer questions.
- Ability to use good judgement and be resourceful to find answers and resolve issues satisfactorily for callers and know when to refer a caller to a different department or supervisor when Associate cannot answer or resolve thoroughly.
- Ability to multitask (i.e., document all calls, send emails and/or faxes to callers, perform any follow-up work promised to a caller).
Internet speeds: 20mbps down / 20mbps up
Home connectivity: Must be cable or fiber internet and wired directly to the router with Ethernet jack for connectivity to PC capability. *No Wi-Fi or wireless extenders, No satellite, Starlink, Verizon or T-Mobile 4g/5g
Additional Remote Work Requirements.
- Must have a private, quiet and dedicated workstation.
- Ability to work flexible hours, including evenings and weekends.
- Ability to attend Training is 8am-6pm eastern standard time Monday thru Friday for up to 12 weeks. *Training schedule is not work schedule
- Ability to work any shifts Mon-Fri 8am-9pm EST & Saturday 8am-1:30pm ET (all agents cover 1 Saturday a month) *Overtime is based on company needs
Starting wage: $16 per hour
Working Environment This role may involve working with secure and confidential data, requiring adherence to strict data security and privacy standards. Some after-hours or weekend availability may be required during system maintenance, and month end operations.
We are an Equal Opportunity Employer. All qualified applicants are considered for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by federal, state or local law.
Salary : $40,000 - $80,000