Capital Management Services

Assist homeowners with mortgage-related inquiries, explain processes, document interactions, and resolve issues to ensure customer satisfaction. | High school diploma or equivalent, at least 2 years of customer service experience, strong communication skills, and basic understanding of mortgage products. | Job Title: Customer Service Representative - Mortgage Servicing Location: Remote Employment Type: Full-time Industry: Mortgage Servicing / Financial Services Reports To: Customer Service Manager About Us We are one of the leading national providers of full-service and interim subservicing solutions in the mortgage industry. Our team is committed to empowering homeowners and providing outstanding service that exceeds expectations. We foster a culture of innovation, entrepreneurship, and customer-first thinking-and we're looking for passionate professionals to join us in making a difference. Position Summary Are you an experienced Customer Service professional motivated by delivering high-quality, customer-centric support in a fast-paced, high-visibility role? We are seeking a dynamic and confident individual to assist homeowners with mortgage-related inquiries, issues, and solutions. This position plays a key role in maintaining customer satisfaction and promoting our core values of empowerment and service excellence. Key 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. What You Bring • A passion for helping others and providing outstanding service. • Confidence in speaking to customers over the phone with empathy and professionalism. • Working knowledge of mortgage servicing topics such as escrow, tax, and payment processes. • A team-first mindset with a desire to lead by example. • Strong analytical and decision-making skills. • A commitment to consistent engagement in delivering a positive customer and brand experience. Required Qualifications • 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. Why Join Us? • Opportunity to work with one of the top mortgage subservicing providers in the country. • Collaborative and inclusive company culture. • Commitment to employee growth and development. • Competitive compensation and benefits package. Apply today to join a team where your voice matters, your work is valued, and your impact is real. #ZR