\$17/hr Hybrid Customer Service Role
About the position
The Mortgage Servicing Customer Service Representative serves as a primary point of contact for mortgage servicing inquiries from borrowers, insurance agents, and financial institutions. The role handles approximately 45–60 inbound customer calls per day, depending on business needs, with calls averaging approximately 27 minutes. The representative assists with questions about mortgage payments, escrow accounts, homeowners insurance coverage, and other servicing matters. The position involves researching inquiries across multiple systems, accurately documenting interactions according to established policies and procedures, and providing timely, accurate, professional service while meeting quality, productivity, and compliance expectations. Representatives communicate by phone and, when needed, email, and are expected to deliver a positive customer experience through professionalism, empathy, and effective communication. This is a contract-to-hire hybrid position based in Detroit, Michigan. The listed pay range is \$17.00–\$18.50 per hour. The position requires on-site work as needed.
Responsibilities
- Handle approximately 45–60 inbound customer calls per day, depending on business needs; calls average approximately 27 minutes.
- Serve as a primary point of contact for mortgage servicing inquiries from borrowers, insurance agents, and financial institutions.
- Assist customers with questions about mortgage payments, escrow accounts, homeowners insurance coverage, and other servicing matters.
- Research customer inquiries using multiple systems.
- Accurately document customer interactions according to established policies and procedures.
- Provide timely, accurate, and professional customer service while meeting quality, productivity, and compliance expectations.
- Communicate professionally with borrowers, insurance providers, and financial institutions.
- Deliver a positive customer experience through professionalism, empathy, and effective communication.
Requirements
- At least 1 year of recent customer service experience.
- Comfort working on a Windows PC and navigating multiple software applications.
- Strong verbal and written communication skills.
- Comfort handling phone calls throughout the workday and following up by email when needed.
- Reliable transportation and ability to work on-site as required.
- Retail or food service experience alone does not meet the experience requirement.
Nice-to-haves
- Call center experience.
- At least 1 year of call center experience.
- Previous mortgage or insurance experience.
- Front desk or administrative experience may be considered.
Benefits
- Medical, dental, and vision coverage, subject to eligibility.
- Critical illness, accident, and hospital coverage, subject to eligibility.
- 401(k) retirement plan with pre-tax and Roth post-tax contribution options, subject to eligibility.
- Voluntary life and AD&D insurance for employees and dependents, subject to eligibility.
- Short- and long-term disability coverage, subject to eligibility.
- Health Spending Account (HSA), subject to eligibility.
- Transportation benefits, subject to eligibility.
- Employee Assistance Program, subject to eligibility.
- Time off/leave, including PTO, vacation, or sick leave, subject to eligibility.
