Mortgage Customer Support Specialist - Hybrid Night Shift

Agile Tech Ops Inc.; Philippines; Hybrid; PHP 335,000 - 469,000; Full time

Benefits offered by this job

Health insurance

Life insurance

Paid leaves

Career growth and development

Training and onboarding support

Job summary

Agile Tech Ops Inc. in Makati seeks a Customer Service Representative with mortgage industry experience to assist borrowers with mortgage-related concerns, provide accurate information, resolve issues, and ensure a positive customer experience. Night shift / US business hours, full-time, hybrid: 2x WFH, 3x onsite.

The ideal candidate is customer-focused, detail-oriented, and comfortable handling sensitive financial information, with strong English communication and MS Office skills.

Qualifications

• Bachelor's degree or relevant college education preferred.
• 1–3 years of customer service experience, preferably in the mortgage, banking, lending, or financial services industry.
• Experience with mortgage servicing, loan processing, or borrower support is highly preferred.
• Excellent verbal and written English communication skills.

Responsibilities

• Handle inbound calls, emails, and other customer inquiries related to mortgage accounts.
• Assist borrowers with questions regarding mortgage payments, loan status, account information, and related concerns.
• Provide accurate and timely information regarding mortgage products, processes, and requirements.
• Investigate and resolve customer concerns while maintaining a high level of professionalism.
• Escalate complex or sensitive issues to the appropriate department when necessary.
• Document all customer interactions and update account information accurately.
• Follow established company policies, procedures, and compliance requirements.
• Coordinate with internal teams such as Loan Processing, Underwriting, Servicing, Escrow, and Collections when necessary.
• Protect confidential customer and financial information at all times.
• Meet established customer service, quality, productivity, and attendance standards.
• Perform other related duties as assigned.

Skills

Customer service

English communication

Microsoft Office

Mortgage industry experience

Detail-oriented

Education

Bachelor's degree

Job description

Agile Tech Ops Inc. in Makati seeks a Customer Service Representative with mortgage industry experience to assist borrowers with mortgage-related concerns, provide accurate information, resolve issues, and ensure a positive customer experience. Night shift / US business hours, full-time, hybrid: 2x WFH, 3x onsite.

The ideal candidate is customer-focused, detail-oriented, and comfortable handling sensitive financial information, with strong English communication and MS Office skills.