Customer Service Representative (Remote)

About the job

We’re growing our customer support team and seeking a reliable, detail-oriented Customer Service Representative to support our borrowers and internal teams. This role is ideal for someone who enjoys helping customers, managing multiple requests, and ensuring a positive customer experience in a fast-paced, remote environment.

If you’re organized, communicate clearly, and can confidently handle customer inquiries while maintaining accuracy, this role is for you. You’ll report to our Operations team and play a key role in supporting borrower satisfaction and day-to-day servicing communications.

Key Responsibilities

• Respond to inbound customer inquiries via phone and email in a professional and timely manner
• Assist borrowers with general account questions, payment inquiries, and basic servicing issues
• Conduct Outbound Calls: Initiate calls to customers to explain post-closing information or servicing information
• Escalate complex issues to the appropriate internal teams while ensuring proper follow-up
• Document customer interactions accurately in internal systems
• Coordinate with internal departments to resolve customer concerns efficiently
• Maintain a high level of customer satisfaction through clear communication and problem-solving
• Follow established processes while adapting to new procedures as the team grows

Qualifications

• 1–3 years of customer service experience (financial services or mortgage industry experience is a plus but not required).
• Strong written and verbal communication skills.
• High attention to detail and strong organizational skills.
• Ability to manage multiple tasks and priorities simultaneously.
• Comfortable using basic Microsoft tools (Outlook, Excel, Word) and learning new systems.
• Professional, dependable, and customer-focused mindset.
• Ability to work independently in a fully remote environment.

Compensation & Benefits

• $45,000 annually (paid semimonthly).
• Two weeks PTO annually.
• One week of sick time annually.
• Eight paid federal holidays.
• 100% remote work environment.