Customer Lending Representative

West Capital Lending; Troy (MI); On-site; USD 36,000 - 54,000; Full time

Job summary

West Capital Lending in Michigan is seeking a dynamic Mortgage Customer Service Associate who serves as the first contact for prospects exploring home purchase or refinance options. You will handle high-volume outreach, qualify leads, and connect borrowers with licensed Loan Officers, delivering clear and empathetic support in a fast-paced environment.

You will collaborate with processors, underwriters, and other teams to resolve issues, manage cases within SLAs, and ensure compliance with

Qualifications

• Experience in mortgage customer service or related financial services.
• Ability to handle high-volume inquiries with accuracy.

Responsibilities

• Respond to customer inquiries via phone and email about mortgage applications and loan terms.
• De-escalate issues and coordinate with Loan Officers and other teams to ensure resolution.
• Track requests and ensure timely completion within SLAs.
• Ensure all interactions comply with company policies and regulations.

Skills

Verbal & Written Communication

Problem Solving

Empathy & Patience

Time Management

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