Key skills
CRMCommunication
About this role
Role Overview
- Answer inbound calls, emails, and messages from clients in a professional and friendly manner
- Provide updates to borrowers regarding loan status and next steps
- Assist clients with document requests and basic loan-related questions
- Support Loan Officers and Processors with administrative tasks
- Maintain accurate client records and notes in the CRM system
- Follow up with clients to ensure all required documents are received
- Help resolve issues and escalate urgent matters when needed
- Ensure high-quality customer experience and strong communication at all stages
Requirements
- Strong communication skills (verbal and written)
- Professional attitude and customer-first mindset
- Ability to multitask and stay organized in a fast-paced environment
- Comfortable working with deadlines and follow-ups
- Basic computer skills and ability to work with CRM systems
- Ability to work independently and as part of a team
- Experience in mortgage, lending, banking, or real estate (preferred)
- Experience working in customer support or client-facing roles
- Familiarity with loan documentation is a plus
- Knowledge of Encompass or similar systems is a plus