Customer Service Representative (Hybrid Work Schedule)

Planet Home Lending, LLC; Texas; Hybrid; USD 36,000 - 48,000; Full time

Job summary

Planet Home Lending, LLC is seeking a Customer Service Representative I to handle borrower inquiries on current mortgage loans via inbound/outbound calls.

The role supports a hybrid work model with in-office Tue-Thu and remote Mon/Fri, based in Texas. A strong focus on customer service, problem solving, and accurate note-taking is essential to maintain service quality and adhere to regulatory standards.

Qualifications

• High school diploma or equivalent required.
• General call center experience preferred.
• Experience with loan servicing is a plus.

Responsibilities

• Responds to borrower inbound calls concerning their account, ensuring high quality service and regulatory compliance.
• Researches customer issues and updates servicing system with notes/comments.
• Completes outbound follow-ups as inbound call volume permits.
• Fulfills miscellaneous duties as assigned.

Skills

Verbal and written communication

Customer service

Problem solving

Time management

MS Windows

Education

High school diploma

Tools

CRM software

Job description

Job Description

Job Summary

The primary purpose of the Customer Service Representative I is to resolve all borrower inquiries on current mortgage loans received either via inbound/outbound calls.

Work Schedule

• Monday - Friday 9:30 a.m. - 6:00 p.m. with one Saturday per month required
• Work from home Monday and Friday, Work in-office Tuesday - Thursday

Essential Duties and Responsibilities

• Responds to borrower inbound calls concerning their account, ensuring high quality service, adhering to productivity, and regulatory requirements. Researches customer issues and works towards resolution when needed. Updates servicing system with relevant notes/comments.
• Prioritizes the needs of the business, completing assigned outbound calls as inbound call volume permits.
• Completes follow-up tasks to ensure customer satisfaction and resolution.
• Miscellaneous duties as assigned.

Position Requirements

Education

• High school diploma or equivalent required

Experience

• General call center experience preferred
• Experience with loan servicing a plus

Functional/Technical Skills

• Effective verbal and written communication skills in both English and specified second language.
• Strong customer service skills
• Ability to problem-solving
• Ability to work in a fast-paced environment
• Ability to multi-task and manage time effectively
• Working knowledge of Microsoft Windows applications

Environmental/Physical Demands

Work is typically performed in a standard office environment. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sustain predictable work attendance, communicate with others, frequently required to stand, walk, sit, and use arms, hands and fingers to reach, handle or touch. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus. Pursuant to the Americans with Disabilities Act, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description is not designed to cover or contain a comprehensive listing of all activities, duties, or responsibilities that are required of an employee. The Company reserves the right to amend or modify this document at any time and without notice.