Mortgage Customer Support Specialist

First American; Jacksonville (TX); On-site; USD 28,000 - 30,000; Full time

Job summary

First American is seeking a customer service associate to assist mortgage customers, research accounts across multiple systems, and provide clear, timely solutions while documenting interactions accurately.

You’ll resolve inquiries, verify information, and escalate complex issues as needed. The role requires at least 1 year in a call center or customer service environment and a high school diploma. Regular shifts Mon–Fri, with occasional overtime.

Qualifications

• At least 1 year of related experience in a call center or customer service environment.
• Mortgage servicing or financial services experience preferred.
• High school diploma or equivalent required.
• Strong customer service and communication skills.
• Ability to navigate multiple computer systems and screens while assisting customers.
• Strong attention to detail and ability to maintain accurate account documentation.
• Basic math and problem-solving skills.
• Ability to research information, analyze customer concerns, and determine appropriate next steps.

Responsibilities

• Resolve customer inquiries and provide timely resolutions.
• Research and analyze mortgage accounts across systems to investigate questions and identify issues.
• Verify and update customer contact and account information.
• Implement solutions based on established procedures and available resources.
• Escalate complex issues to managers or other teams as needed.
• Document all customer interactions clearly and concisely.
• Investigate concerns and coordinate with internal teams for timely resolution.
• Assist with billing questions and coordinate with Collections when needed.
• Identify additional products or services when appropriate.
• Support service and compliance goals and maintain consistent service quality.

Skills

Call center experience

Customer service

Communication skills

Basic math

Problem solving

Research skills

Attention to detail

Education

High school diploma

Tools

CRM software

Job description

First American is seeking a customer service associate to assist mortgage customers, research accounts across multiple systems, and provide clear, timely solutions while documenting interactions accurately.

You’ll resolve inquiries, verify information, and escalate complex issues as needed. The role requires at least 1 year in a call center or customer service environment and a high school diploma. Regular shifts Mon–Fri, with occasional overtime.