Customer Service Representative

HeartCentrix Solutions; Coppell (TX); On-site; USD 36,000 - 60,000; Full time

Job summary

HeartCentrix Solutions in Coppell, TX is seeking a Customer Service Representative to support homeowners with mortgage-related questions and loss mitigation guidance. You will review information, ensure documents are complete, and explain required steps to move processes forward.

Ideal candidates have mortgage-related experience, strong communication skills, and a commitment to helping customers find solutions while maintaining compliance with policies and regulations.

Qualifications

• HS diploma or equivalent required.
• 1–2 years mortgage loan processing, servicing, loss mitigation or related experience preferred.
• Strong communication and customer service skills required.
• Ability to stay professional and empathetic in sensitive conversations.
• Excellent organization and attention to detail.

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.
• 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 resolve documentation issues within 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

Communication skills

Customer service

Problem-solving

Attention to detail

Empathy

Organization

Education

High school diploma or equivalent

Tools

Microsoft Office

Windows OS

Job description

We're growing and have multiple openings available for customer-focused professionals who enjoy helping people, solving problems, and guiding customers through important financial situations.

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 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 work ethic, reliability, and a positive attitude.

Nice to Have

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