Remote Mortgage Customer Service Representative

Mass Markets; Richmond (VA); Remote; USD 30,000 - 40,000; Full time

Job summary

A leading company in IT services is seeking a Remote Mortgage Customer Service Representative to provide exceptional service to mortgage clients. In this entry-level role, you will resolve customer inquiries and issues while maintaining a positive and professional demeanor. The ideal candidate will have a high school diploma and strong communication skills, thriving in a fast-paced environment. This position offers competitive pay and career growth opportunities in a supportive and diverse environment.

Benefits

PTO

Holidays

Health coverage

Retirement plans

Disability and life insurance

Paid training

Casual work environment

Qualifications

• Must be 18+, with a High School diploma or equivalent.
• Ability to multitask across multiple screens and systems.
• Typing speed of 30-45 WPM.
• Excellent communication and organizational skills.

Responsibilities

• Handle inbound customer calls courteously and professionally.
• Understand customer needs and resolve issues.
• Achieve first call resolution through problem-solving.

Skills

Communication

Problem-solving

Customer-oriented

Organizational skills

Empathy

Education

High School diploma or equivalent

Job description

Remote Mortgage Customer Service Representative

Join to apply for the Remote Mortgage Customer Service Representative role at Mass Markets.

Position Overview

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. We are committed to excellence and innovation, establishing ourselves as a trusted industry partner.

This position supports customer service for mortgage clients, interacting with hundreds of customers weekly across the country to resolve issues and ensure a top-tier customer experience. Ideal candidates are confident, engaged, team players, and bring a positive outlook each day.

To be considered, applicants must complete a full application on our careers page, including screening questions and a brief pre-employment test.

Key Responsibilities

• Handle inbound customer calls courteously and professionally
• Understand customer needs and resolve issues
• Escalate issues when necessary
• Achieve first call resolution through problem-solving
• Follow client processes and maintain professionalism
• Use knowledge base and training to answer questions
• Create and maintain accurate CRM records
• Document call resolutions properly
• Follow confidentiality and privacy requirements
• Adhere to scripts, policies, and schedules

Candidate Qualifications

Are you a good fit? We value building relationships and applying training effectively. All positive, motivated, and confident applicants are encouraged to apply.

• Must be 18+, with a High School diploma or equivalent
• Ability to multitask across multiple screens and systems
• Typing speed of 30-45 WPM
• Fluent in reading and speaking English
• Familiar with Windows applications and able to learn new systems
• Excellent communication and organizational skills
• Customer-oriented, empathetic, patient, and responsive
• Reliable with good attendance and punctuality
• Problem-solving and conflict resolution skills
• Ability to thrive in a fast-paced, changing environment

Preferred Qualifications

• Experience in banking or financial services
• Proven data-entry and communication skills

Compensation and Benefits

We offer competitive pay based on experience, with benefits including PTO, holidays, incentives, health coverage, retirement plans, disability and life insurance, career growth opportunities, paid training, and a casual work environment.

Physical and Employment Conditions

This role is primarily sedentary, requiring long periods of sitting and computer use. Some movement within the office may be required. Employment is contingent on background checks, drug screening, and legal work authorization. We promote diversity, equal opportunity, and reasonable accommodations for disabilities.

About MCI

MCI delivers industry-leading solutions in BPO, staffing, contact center services, and IT. Recognized for rapid growth, MCI operates multiple facilities across North America and globally, employing over 10,000 staff and serving numerous clients.

Job Details

• Seniority level: Entry level
• Employment type: Full-time
• Industry: IT Services and Consulting