What are the responsibilities and job description for the Customer Lending Representative position at West Capital Lending?
About the job
Customer Lending Representative
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
Respond to customer inquiries via phone and email regarding mortgage inquiries, applications, and general account questions
- Provide clear, accurate information while maintaining a professional and empathetic tone
- Meet daily activity standards for dials, contacts, and qualified transfers
- Analyze customer interaction trends to identify common issues and opportunities for improvement
- Provide feedback and recommendations to enhance service processes, efficiency, and customer satisfaction
- Ensure all customer interactions, documentation, and processes adhere to company policies, federal and state regulations, and mortgage industry standards
Qualifications
- Prior outbound calling, appointment setting, or inside-sales experience preferred. Mortgage experience is helpful but not required.
- Clear, professional phone presence and the ability to handle rejection.
- Comfort working from a script and hitting daily activity metrics.
- Reliable data entry and basic proficiency with a CRM or dialer. Excel is a plus.
- Willingness to learn mortgage vocabulary at a conversational level, without advising on loan products or terms.
No mortgage experience? No problem! This role is an excellent entry point for someone looking to build a career as a Loan Officer. You’ll develop essential communication and phone skills, learn how to engage with potential clients, and gain hands-on experience in the mortgage industry. As you grow in the role, you’ll have the opportunity to be considered for a licensed Loan Officer position once you meet the required licensing and performance expectations.