Mortgage Outreach Associate

West Capital Lending, Inc.; Troy (MI); On-site; USD 40,000 - 52,000; Full time

Job summary

West Capital Lending, Inc. in Troy, MI seeks a Mortgage Customer Service Assistant to engage with potential borrowers exploring home purchase or refinance options. You will be the first contact, handling high-volume outreach, qualifying leads, and connecting borrowers with licensed Loan Officers.

The role emphasizes empathy, accuracy, and teamwork in a fast-paced, metrics-driven environment, with focus on SLAs, compliance, and customer satisfaction.

Qualifications

• Mortgage customer service experience preferred
• Familiarity with loan processing and compliance helpful
• Strong written and verbal communication
• Ability to manage multiple cases with SLAs

Responsibilities

• 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
• Manage multiple customer cases simultaneously
• Track requests, follow up proactively, and ensure timely completion of tasks within SLAs
• Ensure all customer interactions, documentation, and processes adhere to company policies, federal and state regulations, and mortgage industry standards

Skills

Communication skills

Problem solving

Empathy & patience

Organization & time mgmt

Tools

Microsoft Excel

Job description

West Capital Lending, Inc. in Troy, MI seeks a Mortgage Customer Service Assistant to engage with potential borrowers exploring home purchase or refinance options. You will be the first contact, handling high-volume outreach, qualifying leads, and connecting borrowers with licensed Loan Officers.

The role emphasizes empathy, accuracy, and teamwork in a fast-paced, metrics-driven environment, with focus on SLAs, compliance, and customer satisfaction.