Customer Service Representative

HeartCentrix Solutions; Coppell (TX); On-site; USD 36,000 - 52,000; Full time

Job summary

HeartCentrix Solutions in Coppell, TX is seeking a Customer Service Representative to join a fast-paced mortgage call center. You will assist homeowners with mortgage questions, guide them through loss mitigation, review information for completeness, and explain required steps to move forward.

You will handle calls, review documents related to income, property value, insurance, and other details, identify missing information, coordinate with internal teams, maintain accurate notes, and ensure a

Qualifications

• High school diploma or equivalent.
• 1-2 years of mortgage loan processing, mortgage servicing, loss mitigation, or related experience preferred.
• Strong communication and customer service skills.
• Ability to remain professional and empathetic during difficult or sensitive conversations.
• Excellent organization and attention to detail.
• Strong problem-solving and analytical skills.
• Comfortable reviewing financial and mortgage-related documentation.
• Comfortable working in a phone-based, fast-paced environment.
• Proficiency with Windows-based applications.
• Ability to work independently and manage multiple priorities.
• Strong empathy, work ethic, reliability, and a positive attitude.

Responsibilities

• Handle inbound and outbound calls with homeowners.
• Assist homeowners with questions related to mortgage assistance and loss mitigation.
• Review customer information and documentation to ensure required items are complete and accurate.
• Review documents related to income, property value, insurance, HOA, and other financial or property information.
• Identify missing information or discrepancies and work directly with homeowners to resolve them.
• Review loan modification documents and explain next steps when questions arise.
• Coordinate with internal teams to help resolve documentation issues within required timelines.
• Maintain clear and accurate account notes and records.
• Manage multiple customer accounts while meeting deadlines and performance expectations.
• Deliver a positive and professional customer experience during every interaction.
• Maintain compliance with company policies and industry regulations.

Skills

Customer service

Mortgage experience

Communication

Empathy

Attention to detail

Problem solving

Documentation review

Multitasking

Organization

Microsoft Office

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

As a Customer Service Representative, you'll work in a fast-paced call center environment, assisting homeowners with mortgage-related questions and helping them navigate the loss mitigation process. You'll work directly with homeowners to review their information, make sure required documents are complete and accurate, and help them understand what’s needed to move forward.

If you have call-center experience, mortgage experience, strong communication skills, and enjoy helping customers find solutions, we'd love to hear from you.

What you'll be doing

• Handle inbound and outbound calls with homeowners.
• Assist homeowners with questions related to mortgage assistance and loss mitigation.
• Review customer information and documentation to ensure required items are complete and accurate.
• Review documents related to income, property value, insurance, HOA, and other financial or property information.
• Identify missing information or discrepancies and work directly with homeowners to resolve them.
• Review loan modification documents and explain next steps when questions arise.
• Coordinate with internal teams to help resolve documentation issues within required timelines.
• Maintain clear and accurate account notes and records.
• Manage multiple customer accounts while meeting deadlines and performance expectations.
• Deliver a positive and professional customer experience during every interaction.
• Maintain compliance with company policies and industry regulations.

What we're looking for

• High school diploma or equivalent required.
• 1-2 years of mortgage loan processing, mortgage servicing, loss mitigation, or related experience preferred.
• Strong communication and customer service skills.
• Ability to remain professional and empathetic during difficult or sensitive conversations.
• Excellent organization and attention to detail.
• Strong problem-solving and analytical skills.
• Comfortable reviewing financial and mortgage-related documentation.
• Comfortable working in a phone-based, fast-paced environment.
• Proficiency with Microsoft Office and Windows-based applications.
• Ability to work independently and manage multiple priorities.
• Strong empathy, work ethic, reliability, and a positive attitude.

Nice to have

• Previous call center or customer service experience.
• Mortgage servicing or loan modification experience.
• Experience reviewing mortgage or financial documentation.