What are the responsibilities and job description for the Customer Lending Representative position at West Capital Lending?
This role is responsible for engaging with potential borrowers who are exploring home purchase or refinance options. This role serves as the first point of contact for prospects, conducting high-volume outreach, qualifying leads, and connecting interested borrowers with licensed Loan Officers. The ideal candidate is energetic, resilient, and thrives in a fast-paced, metrics-driven environment.
Key Responsibilities:
Customer Support
- Respond to customer inquiries via phone and email regarding mortgage applications, loan terms, and general account questions
- Provide clear, accurate information while maintaining a professional and empathetic tone
Issue Resolution
- Troubleshoot loan-level issues and provide timely solutions
- De-escalate customer concerns and coordinate with Loan Officers, Processors, Underwriting, and other internal departments to ensure resolution
Data Analysis & Continuous Improvement
- Analyze customer interaction trends to identify common issues and opportunities for improvement
- Provide feedback and recommendations to enhance service processes, efficiency, and customer satisfaction
Process Management
- Manage multiple customer cases simultaneously
- Track requests, follow up proactively, and ensure timely completion of tasks within established Service Level Agreements (SLAs)
Compliance
- Ensure all customer interactions, documentation, and processes adhere to company policies, federal and state regulations, and mortgage industry standards
Qualifications:
Experience
- Previous experience in mortgage customer service, loan processing, or a related financial services role preferred
Skills
- Excellent verbal and written communication skills
- Strong problem-solving abilities and attention to detail
- High level of empathy, patience, and professionalism
- Strong organizational and time-management skills
Knowledge
- Understanding of mortgage terminology and basic knowledge of loan origination, processing, and compliance requirements
Technical
- Proficiency in Microsoft Excel strongly preferred