Customer Service Representative – Mortgage Servicing

Capital Management Services; East Palestine (OH); Remote; USD 42,000 - 60,000; Full time

Job summary

Capital Management Services is seeking a remote Customer Service Representative for mortgage servicing. You will handle inbound/outbound calls, assist homeowners with escrow, taxes, and payment processes, and document interactions using our telephony and internal systems.

The role emphasizes empathy, professionalism, and the ability to resolve issues while maintaining service quality. A minimum of 2 years in call center/customer service is required, with a focus on financial services or mortgage

Qualifications

• High school diploma or equivalent.
• 2+ years in call center or customer service, preferably financial services or mortgage.
• Strong verbal and written communication skills.
• Capable of handling high call volumes with accuracy and professionalism.
• Excellent attention to detail and organizational skills.
• Problem-solving with focus on resolution and customer satisfaction.

Responsibilities

• Handle inbound and outbound calls in a high-volume call center environment.
• Assist homeowners with routine and complex mortgage servicing issues.
• Explain escrow, taxes, and payment processes clearly and supportively.
• Use an advanced telephony system to manage interactions.
• Document all customer communications accurately in internal systems.
• Escalate issues when appropriate and follow through to resolution.
• Meet and exceed individual and team performance metrics.
• Act as a brand ambassador by delivering service aligned with company values.

Skills

Phone empathy

Mortgage servicing knowledge

Analytical skills

Team player

Decision making

Education

High school diploma or equivalent

Job description

Job Title: Customer Service Representative - Mortgage Servicing

Location: Remote
Employment Type: Full-time
Industry: Mortgage Servicing / Financial Services
Reports To: Customer Service Manager

About Us

We are one of the leading national providers of full-service and interim subservicing solutions in the mortgage industry. Our team is committed to empowering homeowners and providing outstanding service that exceeds expectations. We foster a culture of innovation, entrepreneurship, and customer-first thinking-and we're looking for passionate professionals to join us in making a difference.

Position Summary

Are you an experienced Customer Service professional motivated by delivering high-quality, customer-centric support in a fast-paced, high-visibility role? We are seeking a dynamic and confident individual to assist homeowners with mortgage-related inquiries, issues, and solutions. This position plays a key role in maintaining customer satisfaction and promoting our core values of empowerment and service excellence.

Key Responsibilities

• Handle inbound and outbound calls in a high-volume call center environment.

• Assist homeowners with routine and complex issues regarding mortgage servicing.

• Explain processes related to escrow, taxes, and payment applications in a clear and supportive manner.

• Use an advanced telephony system to manage customer interactions.

• Accurately document all customer communications within internal platforms.

• Resolve inquiries using sound judgment, data analysis, and established procedures.

• Identify root causes of issues and provide effective solutions.

• Meet and exceed individual and team performance metrics.

• Escalate issues when appropriate and follow up through resolution.

• Act as a brand ambassador by delivering service aligned with company values and standards.

What You Bring

• A passion for helping others and providing outstanding service.

• Confidence in speaking to customers over the phone with empathy and professionalism.

• Working knowledge of mortgage servicing topics such as escrow, tax, and payment processes.

• A team-first mindset with a desire to lead by example.

• Strong analytical and decision-making skills.

• A commitment to consistent engagement in delivering a positive customer and brand experience.

Required Qualifications

• High school diploma or equivalent.

• Minimum of 2 years of call center or customer service experience (preferably in financial services or mortgage).

• Strong verbal and written communication skills.

• Proven ability to manage high call volumes while maintaining accuracy and professionalism.

• Excellent attention to detail and organizational skills.

• Problem-solving ability with a focus on resolution and customer satisfaction.

• Basic understanding of mortgage products preferred.

Why Join Us?

• Opportunity to work with one of the top mortgage subservicing providers in the country.

• Collaborative and inclusive company culture.

• Commitment to employee growth and development.

• Competitive compensation and benefits package.

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