Mortgage Outreach Specialist

West Capital Lending, Inc.; Troy (MI); Presencial; USD 42.000 - 62.000; Jornada completa

Descripción de la vacante

West Capital Lending, Inc. in Troy, MI is seeking a dynamic Mortgage Customer Service Associate to be the first contact for prospective borrowers.

You will handle high-volume outreach, answer questions about mortgage applications, terms, and general account inquiries, guiding borrowers toward licensed Loan Officers. This role emphasizes empathy, clarity, and accuracy as you manage multiple cases, track requests, and ensure timely responses within SLAs while complying with regulations.

Formación

• Experience in mortgage customer service, loan processing, or related financial services.
• Understanding of mortgage terminology and loan origination basics.
• Ability to work in a fast-paced, metrics-driven environment.
• Excellent communication skills.

Responsabilidades

• Respond to customer inquiries via phone and email regarding mortgage applications and loan terms.
• Provide clear, accurate information with empathy and professionalism.
• Troubleshoot loan-level issues and coordinate with Loan Officers and other teams.
• De-escalate concerns and ensure timely resolution within SLAs.
• Analyze interaction trends to identify common issues and opportunities for improvement.
• Maintain accurate documentation and comply with policies and regulations.

Conocimientos

Verbal and written communication

Problem-solving

Empathy and professionalism

Organization and time-management

Herramientas

Microsoft Excel

Descripción del empleo

West Capital Lending, Inc. in Troy, MI is seeking a dynamic Mortgage Customer Service Associate to be the first contact for prospective borrowers.

You will handle high-volume outreach, answer questions about mortgage applications, terms, and general account inquiries, guiding borrowers toward licensed Loan Officers. This role emphasizes empathy, clarity, and accuracy as you manage multiple cases, track requests, and ensure timely responses within SLAs while complying with regulations.