Customer Lending Representative

West Capital Lending, Inc.; Troy (MI); On-site; USD 42,000 - 62,000; Full time

Job summary

West Capital Lending, Inc. in Troy, MI is seeking a dynamic Mortgage Customer Service Associate to be the first contact for prospective borrowers.

You will handle high-volume outreach, answer questions about mortgage applications, terms, and general account inquiries, guiding borrowers toward licensed Loan Officers. This role emphasizes empathy, clarity, and accuracy as you manage multiple cases, track requests, and ensure timely responses within SLAs while complying with regulations.

Qualifications

• Experience in mortgage customer service, loan processing, or related financial services.
• Understanding of mortgage terminology and loan origination basics.
• Ability to work in a fast-paced, metrics-driven environment.
• Excellent communication skills.

Responsibilities

• Respond to customer inquiries via phone and email regarding mortgage applications and loan terms.
• Provide clear, accurate information with empathy and professionalism.
• Troubleshoot loan-level issues and coordinate with Loan Officers and other teams.
• De-escalate concerns and ensure timely resolution within SLAs.
• Analyze interaction trends to identify common issues and opportunities for improvement.
• Maintain accurate documentation and comply with policies and regulations.

Skills

Verbal and written communication

Problem-solving

Empathy and professionalism

Organization and 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