Mortgage Outreach Specialist — Lead Qualifier

West Capital Lending; Troy (MI); On-site; USD 38,000 - 55,000; Full time

Job summary

West Capital Lending is seeking a proactive Mortgage Customer Support Specialist to be the first line of contact for borrowers exploring purchase or refinance options. You will handle high-volume outreach, qualify leads, and connect borrowers with licensed Loan Officers to advance the lending process.

In a fast-paced, metrics-driven environment, you will de-escalate concerns, resolve loan-level questions, and collaborate with processors, underwriters, and other teams to ensure timely, accurate

Qualifications

• Prior mortgage customer service experience preferred.
• Experience in loan processing or related financial services is a plus.
• Familiarity with mortgage terminology and processes is beneficial.
• Ability to adhere to company policies and regulatory requirements.

Responsibilities

• Respond to mortgage inquiries by phone and email regarding applications, terms, and general questions.
• Provide clear, accurate information with 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 teams to resolve issues.
• Track requests, follow up, and ensure timely completion within SLAs.
• Analyze customer interaction trends to identify common issues and opportunities for improvement.
• Provide feedback to enhance service processes, efficiency, and customer satisfaction.

Skills

Verbal communication

Written communication

Problem solving

Empathy

Time management

Attention to detail

Organization

Tools

Microsoft Excel

Job description

West Capital Lending is seeking a proactive Mortgage Customer Support Specialist to be the first line of contact for borrowers exploring purchase or refinance options. You will handle high-volume outreach, qualify leads, and connect borrowers with licensed Loan Officers to advance the lending process.

In a fast-paced, metrics-driven environment, you will de-escalate concerns, resolve loan-level questions, and collaborate with processors, underwriters, and other teams to ensure timely, accurate