Jr. Loan Officer (Customer Lending Representative)

West Capital Lending; Irvine (CA); On-site; USD 52,000 - 65,000; Full time

Job summary

West Capital Lending is seeking a dedicated Mortgage Customer Support specialist to handle inquiries, assist with loan terms, and maintain high service standards. You will troubleshoot issues, coordinate with loan teams, and analyze trends to improve processes.

A proactive, empathetic communicator is essential to deliver accurate information and timely resolutions. The role requires strong Excel skills, attention to detail, and the ability to manage multiple cases while meeting SLAs within a

Qualifications

• 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.

Responsibilities

• Respond to customer inquiries via phone and email regarding mortgage applications, loan terms, and general account questions.
• 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.
• Manage multiple customer cases simultaneously and track requests to ensure timely completion within SLAs.
• Ensure all interactions, documentation, and processes adhere to policies, regulations, and mortgage industry standards.

Skills

Verbal & written comms

Problem solving

Empathy & professionalism

Organization & time mgmt

Tools

Microsoft Excel

Job description

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