Mortgage Customer Outreach Specialist

West Capital Lending; Troy (MI); On-site; USD 36,000 - 54,000; Full time

Job summary

West Capital Lending in Michigan is seeking a dynamic Mortgage Customer Service Associate who serves as the first contact for prospects exploring home purchase or refinance options. You will handle high-volume outreach, qualify leads, and connect borrowers with licensed Loan Officers, delivering clear and empathetic support in a fast-paced environment.

You will collaborate with processors, underwriters, and other teams to resolve issues, manage cases within SLAs, and ensure compliance with

Qualifications

• Experience in mortgage customer service or related financial services.
• Ability to handle high-volume inquiries with accuracy.

Responsibilities

• Respond to customer inquiries via phone and email about mortgage applications and loan terms.
• De-escalate issues and coordinate with Loan Officers and other teams to ensure resolution.
• Track requests and ensure timely completion within SLAs.
• Ensure all interactions comply with company policies and regulations.

Skills

Verbal & Written Communication

Problem Solving

Empathy & Patience

Time Management

Tools

Microsoft Excel

Job description

West Capital Lending in Michigan is seeking a dynamic Mortgage Customer Service Associate who serves as the first contact for prospects exploring home purchase or refinance options. You will handle high-volume outreach, qualify leads, and connect borrowers with licensed Loan Officers, delivering clear and empathetic support in a fast-paced environment.

You will collaborate with processors, underwriters, and other teams to resolve issues, manage cases within SLAs, and ensure compliance with