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How much do customer service mortgage jobs pay per hour?

As of Aug 10, 2026, the average hourly pay for customer service mortgage in the United States is $18.80, according to ZipRecruiter salary data. Most workers in this role earn between $15.38 and $20.91 per hour, depending on experience, location, and employer.

What is a customer service mortgage representative?

A Customer Service Mortgage representative is a professional who assists customers with their mortgage-related inquiries and concerns. They help answer questions about loan applications, payment processes, account status, and resolve any issues customers may have regarding their mortgage. These representatives act as a bridge between the customer and the mortgage lender, ensuring a smooth and positive experience throughout the life of the loan. Their responsibilities often include providing information, addressing complaints, processing payments, and guiding customers through various mortgage services.

What are some common challenges faced in a customer service mortgage role, and how can I prepare for them?

One common challenge in a Customer Service Mortgage role is handling complex inquiries from clients about loan terms, payments, and application statuses, often while managing a high call volume. You may also need to explain detailed mortgage processes to clients with varying levels of financial knowledge, requiring patience and strong communication skills. Being prepared to navigate strict regulatory guidelines and documentation requirements is essential. Building proficiency with mortgage servicing software and staying updated on lending policies will help you succeed and provide excellent support to clients.

What is the difference between Customer Service Mortgage vs Customer Service Loan Officer?

AspectCustomer Service MortgageCustomer Service Loan Officer
CredentialsTypically requires mortgage licensing, state-specific certificationsRequires loan originator license, state licensing, and certifications
Work EnvironmentBank or mortgage company, primarily office-basedBank, credit union, or mortgage firm, often client-facing
Job FocusAssisting clients through mortgage application processAssisting clients with various loan types, including personal and auto loans
Industry UsagePrimarily in mortgage lending sectorIn broader lending and banking sectors

Customer Service Mortgage specialists focus specifically on guiding clients through mortgage applications, requiring specialized licensing. Customer Service Loan Officers handle a wider range of loan products, often with broader licensing requirements. Both roles involve client interaction in banking environments but differ in scope and certifications.

What are the key skills and qualifications needed to thrive as a customer service mortgage representative, and why are they important?

To thrive as a Customer Service Mortgage Representative, you need strong knowledge of mortgage products, loan processing, and banking regulations, often supported by experience in finance or real estate. Familiarity with loan origination systems (LOS), customer relationship management (CRM) software, and compliance protocols is typically required. Outstanding communication, problem-solving skills, and patience help you effectively address client concerns and build trust. These skills are vital to ensuring customer satisfaction, maintaining regulatory compliance, and supporting smooth mortgage transactions.
More about Customer Service Mortgage jobs
What cities are hiring for Customer Service Mortgage jobs? Cities with the most Customer Service Mortgage job openings:
What states have the most Customer Service Mortgage jobs? States with the most job openings for Customer Service Mortgage jobs include:
What job categories do people searching Customer Service Mortgage jobs look for? The top searched job categories for Customer Service Mortgage jobs are:
Customer Service Mortgage jobs near you
Infographic showing various Customer Service Mortgage job openings in the United States as of August 2026, with employment types broken down into 100% Full Time. Highlights an 67% In-person, and 33% Remote job distribution, with an average salary of $39,098 per year, or $18.8 per hour.

Customer Service Representative

Cascade Financial Services

Knoxville, TN • Remote

$15.25 - $20.75/hr

Full-time

Posted 17 days ago

Job description

Medical, Dental, Vision, Life, 401K match, PTO, Sick Time, 10 Paid Holidays, Remote work opportunities

What you'll do at Cascade:

Serve the American Dream Through Attainable Home Ownership.

The Customer Service Specialist is responsible for providing exceptional service to mortgage lending customers through both verbal and written communication. Your duties include, but are not limited to, answering inquiries, resolving complaints, maintaining accurate loan files, processing payments, and performing early-stage collections on newly delinquent accounts to encourage timely payments and address minor repayment issues. You will be a key point of contact for borrowers, ensuring a positive and professional relationship with Cascade Financial Services.

How you'll do it:

  • Service mortgage lending customers via inbound and outbound calls, and written communication.
  • Answer customer inquiries about their mortgage loan, including payment status, escrow, statements, and general loan information.
  • Handle and resolve customer complaints, escalating complex issues to appropriate departments when necessary.
  • Conduct early-stage collections on delinquent mortgage accounts (typically 4-15 days past due) through both inbound and outbound calls. This includes:
    • Proactively contacting borrowers to remind them of upcoming or recently missed payments.
    • Understanding reasons for minor delinquency.
    • Educating borrowers on payment options and methods.
    • Securing promises to pay and documenting all commitments.
    • Helping with basic repayment issues before escalation to dedicated Collections/Loan Counselor teams.
  • Document all communications between the borrower and Cascade Financial Services, as well as updating the servicing computer system to ensure a complete and accurate loan file.
  • Communicate effectively with other departments (e.g., Collections, Escrow, Loss Mitigation) about loan payments, borrower files, and issue resolution.
  • Maintain borrower relationships in a friendly, professional, and empathetic manner.
  • Generate payoffs, verification of mortgage, and other requested loan documents accurately and efficiently.
  • Accept loan payments by phone from current borrowers, ensuring proper processing and adherence to payment handling procedures.
  • Research information relating to specific job duties and borrower inquiries to provide accurate and complete responses.
  • Assist with other duties as necessary, contributing to overall departmental efficiency and customer satisfaction.

What you'll need to join Cascade:

  • Experience: Prior experience in a customer service role, preferably within mortgage servicing or a financial services environment.
  • Technical Skills:
    • Microsoft Outlook, Word and Excel experience is strongly preferred.
    • Experience with Sagent's LoanServ mortgage servicing software strongly preferred.
  • Knowledge:
    • Prior mortgage experience a plus, demonstrating familiarity with mortgage loan concepts.
    • Comprehensive knowledge of various regulations governing mortgage servicing processes, not limited to TILA, RESPA, NACHA, FCRA, etc.
    • Basic understanding of early-stage collection principles and best practices.
  • Soft Skills:
    • Ability to communicate clearly and effectively with clients and employees to create a positive and cooperative work environment.
    • Excellent listening, organizational, interpersonal, and time management skills.
    • Strong problem-solving skills with a customer-centric approach.
    • Ability to work as a team member and contribute positively to group objectives.
    • Ability to adjust easily to work situations based on employee, group, or business needs.
    • Ability to work well under pressure in a fast-paced environment.
  • Language: Spanish speaking a plus.

About Cascade & Our Culture:

Since opening our doors in 1999, Cascade Financial Services has grown to become one of the most trusted lenders in Attainable Housing. Our goal is to help thousands of families realize the dream of home ownership by offering mortgage loan solutions customized to the manufactured housing marketplace leveraging state-of-the-art business automation coupled with the most skilled professionals in the industry.

The Cascade culture lives in our team members!!! We are focused and dedicated to developing and providing a platform for growth. We are proud of the team that we've built and are looking for great people who will embrace our values and contribute to them: T.I.E.S. Teamwork, Integrity, Excellence, and Service. We believe in work/life balance and a positive/family-like work environment. Together, we will continue to lead the way and make a difference.

Join our team and assist us to Serve the American Dream Through Attainable Home Ownership.