Customer Lending Representative

West Capital Lending, Inc.; Livonia (MI); On-site; USD 42,000 - 56,000; Full time

Job summary

West Capital Lending, Inc. in Livonia, MI is seeking an energetic Inside Sales/Outreach Specialist to engage potential borrowers exploring home purchase or refinance options.

This role serves as the first contact, handling high-volume outreach, qualifying leads, and connecting borrowers with licensed Loan Officers. You will learn mortgage vocabulary, work from a script, and aim to meet daily activity targets, with a clear path to future Loan Officer opportunities as licensing and performance

Qualifications

• Prior outbound calling 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.

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

Skills

Outbound calling

Appointment setting

Inside sales

Professional phone presence

CRM usage

Excel (basic)

Tools

CRM/dialer

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

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.