Customer Service Representative – Mortgage Servicing

Capital Management Services is committed to empowering homeowners and providing outstanding service. They are seeking an experienced Customer Service Representative to assist homeowners with mortgage-related inquiries and ensure customer satisfaction in a fast-paced environment.

Responsibilities:

• Handle inbound and outbound calls in a high-volume call center environment
• Assist homeowners with routine and complex issues regarding mortgage servicing
• Explain processes related to escrow, taxes, and payment applications in a clear and supportive manner
• Use an advanced telephony system to manage customer interactions
• Accurately document all customer communications within internal platforms
• Resolve inquiries using sound judgment, data analysis, and established procedures
• Identify root causes of issues and provide effective solutions
• Meet and exceed individual and team performance metrics
• Escalate issues when appropriate and follow up through resolution
• Act as a brand ambassador by delivering service aligned with company values and standards

Requirements:

• High school diploma or equivalent
• Minimum of 2 years of call center or customer service experience (preferably in financial services or mortgage)
• Strong verbal and written communication skills
• Proven ability to manage high call volumes while maintaining accuracy and professionalism
• Excellent attention to detail and organizational skills
• Problem-solving ability with a focus on resolution and customer satisfaction
• Basic understanding of mortgage products preferred