Mortgage Call Center Representative

Overview

The Customer Experience Specialist I serves as a trusted point of contact for homeowners, providing accurate, timely, and professional support across a range of mortgage servicing needs. This role manages high-volume inbound and outbound customer interactions, researches account information, resolves routine servicing concerns, and clearly communicates next steps while meeting established quality, productivity, and customer experience standards.

Responsibilities

• Serve as the primary point of contact for homeowners by handling inbound mortgage servicing calls and placing outbound calls as needed, including welcome calls, payment reminders, and customer-requested callbacks.
• Deliver exceptional customer service by clearly explaining mortgage servicing processes and resolving customer concerns in a timely and accurate manner.
• Handle a high volume of inbound and outbound calls in a fast-paced call center environment, including, but not limited to, outbound payment reminder calls, welcome calls, customer-requested callbacks, and other customer outreach, while meeting established performance, productivity, and quality metrics.
• Utilize advanced telephony and servicing systems to research accounts, document interactions, and resolve issues.
• Take full ownership of the customer experience, consistently demonstrating behaviors aligned with LoanCare brand expectations.
• Use sound judgment and working knowledge of policies, processes, and procedures to resolve customer issues at first contact whenever possible.
• Gather, evaluate, and analyze relevant information to accurately address inquiries, complaints, and service requests.
• Accurately document all customer interactions to ensure a complete and detailed history of contact.
• Identify root causes of customer concerns and clearly explain resolution steps or next actions.
• Follow established escalation procedures for issues requiring additional research, authority, or specialized support.
• Meet established individual and team standards for quality, productivity, schedule adherence, customer experience, and regulatory compliance.
• All other duties as assigned.

Qualifications

• High School Diploma or equivalent required.
• Knowledge of customer service principles and practices.
• Clear and professional verbal and written communication skills.
• Strong attention to detail and accuracy in reviewing account information and documenting customer interactions.
• Sound analytical and problem-solving skills to evaluate routine servicing concerns and identify the appropriate resolution or escalation path.
• Strong organizational and multitasking skills in managing multiple systems, customer requests, and competing priorities in a fast-paced environment.

Desired Skills and Qualifications

• 2 years of Call Center or Customer Service experience
• Basic mortgage product knowledge

Total Rewards

LoanCare’s Total Rewards Package offers a comprehensive blend of health and welfare, financial, lifestyle and learning benefits to support employee well-being and engagement. Highlights include:

• Health & Welfare Coverage: Optional medical, dental, vision, life, and disability insurance
• Time Off: Paid holidays, vacation, and sick leave
• Retirement & Investment: Fidelity National Financial matching 401(k) and employee stock purchase plans
• Wellness Programs: Access to mental health resources, including free Calm memberships, and initiatives that promote physical and emotional well-being
• Employee Recognition: Programs that celebrate achievements and milestones
• Lifestyle & Learning Perks: Enjoy discounts on gym memberships, pet insurance, and employee purchasing programs, plus access to a tuition reimbursement program that supports your continued education and professional growth.

Compensation Range: $20.00 per hour.

Build Your Future with LoanCare®

At LoanCare, we don’t just service mortgage loans—we serve people. As a leading full-service mortgage loan subservicer, we deliver excellence to banks, credit unions, independent mortgage companies, investors, and the homeowners they support. Backed by the strength and stability of Fidelity National Financial (NYSE: FNF), a Fortune 500 company, we offer a career foundation built on integrity, innovation, and collaboration.

Here, you’ll find:

• A culture that helps you thrive, with resources and support to fuel your growth
• Flexibility to work remotely, while staying connected through virtual engagement
• Opportunities to make a real impact in an industry that touches millions of lives
• If you're ready to grow your career in a place that values your contributions and empowers your success, we invite you to join our team.

About Remote Employment

We provide the necessary equipment; all you need is a quiet, private place in your home and a high-speed internet connection with a minimum network download speed of 25 megabits per second (MBPS) and a minimum network upload speed of 10 MBPS

WHO WE AREAbout us …LoanCare is a leading national provider of full service subservicing and interim subservicing to the mortgage industry and has offered its expertise and best practices in providing servicing solutions for others since 1991. At the present time, LoanCare subservices over 1.8 million loans in 50 states. LoanCare has a seasoned loan servicing team with senior managers averaging nearly 30 years of experience in the mortgage and financial services industry.LoanCare, its affiliates and subsidiaries, is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, sexual orientation, gender identity or expression (including transgender status), genetic information or any other characteristic protected by applicable law.

WORK CONDITIONSWorking conditions are normal for an office environment. Ability to attend work and be productive during normal business hours and to work early, late or weekend hours as needed for successful job performance. Over time required as necessary.Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation.

EQUAL EMPLOYMENT OPPORTUNITY

LoanCare, its affiliates and subsidiaries, is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, sexual orientation, gender identity or expression (including transgender status), genetic information or any other characteristic protected by applicable law.