What are the responsibilities and job description for the Customer Service Representative position at West Capital Lending?
Customer Lending Representative (CLR)
📍 Irvine, CA (On-Site)
West Capital Lending is expanding our Consumer Direct Reverse Mortgage Division and is seeking a highly motivated Customer Lending Representative (CLR) to join our team at our corporate office in Irvine, CA. This role is ideal for individuals who are comfortable on the phone, thrive in a high-energy environment, and enjoy speaking with homeowners to help connect them with the right lending solutions.
The CLR plays a critical role in our consumer direct team by engaging inbound and outbound mortgage leads, qualifying homeowners, and connecting them live with a licensed Reverse Mortgage Loan Officer.
Key Responsibilities:
- Conduct high-volume outbound calling to mortgage and reverse mortgage leads
- Engage homeowners using structured call frameworks and approved scripting
- Identify borrower needs and determine eligibility for reverse mortgage consultation
- Qualify and transfer interested homeowners live to licensed Reverse Mortgage Loan Officers
- Accurately document interactions and call outcomes within the CRM system
- Maintain consistent daily call activity and follow-up cadence
- Collaborate with leadership and loan officers to improve lead conversion and pipeline flow
- Participate in ongoing training, coaching, and performance development
What We’re Looking For:
The ideal candidate is comfortable in a high-activity phone environment, takes coaching well, and thrives in a performance-driven sales culture.
Requirements:
- Minimum 3 years of experience in a phone-based sales environment
- Minimum 2–3 years of mortgage industry experience
- Reverse mortgage experience preferred but not required
- Strong communication and rapport-building skills
- Comfortable making 400 outbound calls per day
- Ability to follow structured scripting while maintaining natural conversation
- Highly coachable and receptive to direct feedback and performance coaching
- Strong work ethic and positive attitude
- Comfortable working in a fast-paced call environment
Compensation:
- W-2 Position
- Hourly Pay: Min Wage
- Performance Bonus
- Opportunity to grow within a rapidly expanding consumer direct reverse mortgage platform