Customer Lending Representative

West Capital Lending; Troy (MI); On-site; USD 52,000 - 60,000; Full time

Job summary

West Capital Lending seeks an energetic mortgage customer service professional to engage with borrowers exploring home purchase or refinance options. You will serve as the first contact for prospects, handle high-volume outreach, and connect interested borrowers with licensed Loan Officers.

The role requires excellent communication, problem-solving, and strong organizational skills to manage multiple cases within SLAs while staying compliant with mortgage regulations.

Qualifications

• 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.
• Understanding of mortgage terminology and basic knowledge of loan origination, processing, and compliance requirements.
• Proficiency in Microsoft Excel strongly preferred.

Responsibilities

• 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.
• Manage multiple customer cases simultaneously.
• Track requests, follow up proactively, and ensure timely completion of tasks within established SLAs.

Skills

Verbal communication

Written communication

Problem solving

Empathy

Organizational skills

Time management

Excel

Tools

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