Client Care Representative

West Capital Lending; Irvine (CA); On-site; USD 42,000 - 66,000; Full time

Job summary

West Capital Lending in California seeks a mortgage customer service representative to be the first point of contact for borrowers. You will handle inquiries, qualify leads, and connect interested borrowers with licensed Loan Officers.

This fast-paced role rewards resilience and clear communication in a metrics-driven environment, with emphasis on accuracy, compliance, and professional service.

Qualifications

• Experience in mortgage customer service, loan processing, or related financial services preferred.
• Respond to customer inquiries via phone and email with professional tone.
• Understand mortgage terminology and basic loan origination, processing and compliance.
• Manage multiple cases and meet SLAs while maintaining accuracy.

Responsibilities

• Respond to customer inquiries via phone and email regarding mortgage applications and general account questions.
• Troubleshoot loan-level issues and coordinate with Loan Officers and processing teams to ensure resolution.
• Track requests, follow up proactively, and ensure timely completion within SLAs.
• Analyze interaction trends to identify issues and opportunities for service improvement.

Skills

Verbal communication

Written communication

Problem solving

Empathy & patience

Organizational skills

Time management

Attention to detail

Tools

Microsoft Excel

Job description

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
• 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
• 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