Remote Mortgage Customer Service Representative

Join a Mission-Driven Team with a National Impact

Are you ready to take the next step in your professional journey by supporting families and homeowners through the mortgage process? As a Remote Mortgage Customer Service Representative, you’ll be pivotal in building trust and ensuring satisfaction in every interaction. With a focus on growth, innovation, and empathy, this position empowers you to create a lasting positive impact while developing valuable skills from home.

About the Role

This position centers on providing outstanding client care to mortgage customers, assisting them with inquiries, account updates, and process guidance. You’ll serve as the frontline connection between customers and the lending process, ensuring clarity, consistency, and compassion in every response. From troubleshooting account issues to explaining mortgage terms and supporting online applications, your contributions will be essential in creating a streamlined homeownership experience.

Key Responsibilities That Make an Impact

• Respond to inbound customer inquiries related to mortgage applications, payments, escrow accounts, and statements via phone, chat, or email
• Walk customers through digital mortgage tools and self-service portals
• Maintain accurate records of all customer interactions using CRM software
• Collaborate with underwriting, processing, and servicing teams to resolve complex cases efficiently
• Escalate concerns with urgency and professionalism when required
• Identify potential issues early to help prevent delinquencies and customer dissatisfaction
• Educate clients about payment options, interest rates, and policy changes in a clear and confident manner
• Offer support with document submission and verification processes
• Maintain up-to-date knowledge of mortgage regulations, loan products, and digital trends

The Work Environment: Flexible, Supportive, Empowering

• 100% remote—collaborate from anywhere with a stable internet connection
• Standard hours aligned with customer support schedules (some evening or weekend shifts may be required)
• Strong team culture that values communication, integrity, and a shared commitment to excellence
• Regular check-ins, virtual team huddles, and access to leadership for support and feedback
• A positive workplace that emphasizes inclusion, mutual respect, and personal development

Tools & Technologies You’ll Use

• Customer Relationship Management (CRM) platforms
• Secure mortgage servicing software
• Communication tools such as VoIP, internal chat, and help desk systems
• Document management and e-signature platforms
• Remote collaboration tools, including video conferencing and task trackers

Qualifications for Success

Education & Experience

• A high school diploma or equivalent is required; an associate’s or bachelor’s degree in finance, business, or a related field is a plus.
• Previous experience in customer service, preferably in mortgage, finance, or loan servicing (minimum 1 year)
• Familiarity with basic mortgage terminology and procedures

Skills & Attributes

• Exceptional verbal and written communication skills
• Active listening and a problem-solving mindset
• Ability to multitask in a fast-paced remote setting
• Proficiency in basic computer functions and customer service software
• Empathy, patience, and a customer-first attitude
• Strong organizational skills and attention to detail

Growth, Training & Leadership Development

• Comprehensive onboarding and mortgage-specific training
• Access to ongoing learning modules for professional development
• Clear pathways for advancement into senior service roles, quality assurance, or mortgage operations
• Regular performance evaluations and personalized development plans
• Opportunities to lead initiatives and mentor new hires as your experience grows

Compensation & Benefits

• Annual compensation: $48,577
• Performance-based incentives and periodic salary reviews
• Full remote setup with equipment provided
• Comprehensive health, dental, and vision coverage
• Paid time off, holidays, and flexible scheduling
• Retirement savings plan with employer matching
• Health-focused perks, including well-being initiatives and confidential emotional support services

Why This Role Matters

As a Remote Mortgage Customer Service Representative, your work fuels positive homeowner experiences and builds long-term relationships that reflect the heart of our mission. Every call you answer and solution you provide creates stability for families and supports their financial well-being. You’re not just answering questions—you’re helping someone build a life.

Take Charge of Your Future

Do you thrive in a fast-paced environment where empathy and problem-solving go hand in hand? Are you excited about working remotely while gaining meaningful experience in the mortgage industry? This is your opportunity to grow a fulfilling career where your voice, skills, and ambition matter.

Apply Today

Your next chapter starts here. Step into a role where you can make a tangible impact, grow your career, and shape the future of mortgage support services. If you’re ready to help others while building a job you love, we’d love to hear from you.