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Customer Service Researcher Jobs (NOW HIRING)

Customer Service

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Servicing - Customer Care Specialist

Sterling Heights, MI · On-site

$16/hr

Research and resolve customer questions related to mortgage payments, escrow accounts, loan servicing, account status, and general servicing requests. * Maintain accurate documentation of all ...

Customer Service

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Servicing - Customer Care Specialist

Sterling Heights, MI · On-site

$16/hr

Research and resolve customer questions related to mortgage payments, escrow accounts, loan servicing, account status, and general servicing requests. * Maintain accurate documentation of all ...

Customer Service | Full-Time

Customer Service Agent

$15.75 - $21.25/hr

Customer Service Agent MCI is one of the fastest-growing tech-enabled business services companies ... Research and retrieve information across systems to support customer needs. * Accurately document ...

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Customer Service Researcher information

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$30K

$113.1K

$164.5K

How much do customer service researcher jobs pay per year?

As of Sep 7, 2026, the average yearly pay for customer service researcher in the United States is $113,102.00, according to ZipRecruiter salary data. Most workers in this role earn between $67,000.00 and $154,000.00 per year, depending on experience, location, and employer.

What is a customer service researcher?

Customer Service Researchers are professionals who analyze customer feedback, service interactions, and support processes to identify trends and areas for improvement. They gather and interpret data from various sources, such as surveys, call transcripts, and social media, to help companies enhance their customer service strategies. Their insights help organizations improve customer satisfaction, resolve issues more efficiently, and develop better training for service agents. By understanding customer needs and pain points, Customer Service Researchers play a crucial role in shaping the overall customer experience.

How does a customer service researcher typically collaborate with other departments to improve customer experience?

Customer Service Researchers often work closely with teams such as product development, marketing, and frontline customer support to gather and analyze data on customer interactions. They share insights and trends with these departments to help identify pain points and recommend actionable improvements. Regular cross-functional meetings and feedback sessions are common, ensuring that the research directly informs strategy and enhances the overall customer experience. This collaborative approach not only supports continuous improvement but also helps in aligning company goals across different teams.

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

To thrive as a Customer Service Researcher, you need strong analytical skills, attention to detail, and a background in data analysis or market research, often supported by a relevant degree. Familiarity with customer relationship management (CRM) systems, survey platforms, and data visualization tools like Excel or Tableau is commonly required. Excellent communication, problem-solving abilities, and a customer-centric mindset are standout soft skills for this role. These competencies enable effective gathering and interpretation of customer insights, leading to improved service strategies and customer satisfaction.

What is the difference between Customer Service Researcher vs Customer Support Specialist?

AspectCustomer Service ResearcherCustomer Support Specialist
Required CredentialsTypically a degree in market research, business, or related fieldHigh school diploma or equivalent; some roles may prefer post-secondary education
Work EnvironmentOffice-based, focused on data analysis and researchCall centers, online support, or in-person customer service
Employer & Industry UsageMarket research firms, large corporations, customer experience departmentsRetail, tech companies, service providers, healthcare
Common Search & Comparison IntentUnderstanding customer feedback trends, improving service strategiesResolving customer issues, providing support, answering inquiries

The main difference is that Customer Service Researchers analyze customer feedback and data to identify trends and improve services, while Customer Support Specialists directly assist customers with their issues. Both roles are essential in enhancing customer experience but focus on different aspects of customer interaction.

More about Customer Service Researcher jobs

What are the most commonly searched types of Customer Service Researcher jobs?

The most popular types of Customer Service Researcher jobs are:

What job categories do people searching Customer Service Researcher jobs look for?

The top searched job categories for Customer Service Researcher jobs are:

Customer Service Researcher jobs near you
Infographic showing various Customer Service Researcher job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 77% Full Time, 19% Part Time, and 3% Contract. Highlights an 92% Physical, 1% Hybrid, and 7% Remote job distribution, with an average salary of $113,102 per year, or $54.4 per hour.

Servicing - Customer Care Specialist

Customer Service

Sterling Heights, MI • On-site

$16/hr

Full-time

Medical, Dental, Vision, Retirement

Posted 7 days ago

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Job description

Position Summary

We are seeking a customer-focused Customer Care Servicing Specialist to join our Mortgage Servicing team. In this role, you will serve as a primary point of contact for homeowners and servicing partners, providing exceptional customer service while assisting with mortgage servicing inquiries, account maintenance, and issue resolution.

The ideal candidate enjoys helping others, communicates effectively, and thrives in a fast-paced environment. Previous experience in mortgage servicing, customer service, call center operations, financial services, or banking is highly valued.


Responsibilities

  • Serve as the primary point of contact for borrowers and servicing partners regarding mortgage servicing inquiries.
  • Handle a high volume of inbound and outbound phone calls with professionalism and empathy.
  • Respond to customer emails and written inquiries in a timely manner.
  • Research and resolve customer questions related to mortgage payments, escrow accounts, loan servicing, account status, and general servicing requests.
  • Maintain accurate documentation of all customer interactions within the servicing system.
  • Generate, review, and complete assigned servicing reports.
  • Coordinate with servicing partners and internal departments to resolve account issues efficiently.
  • Cross-train in multiple areas of mortgage servicing to support departmental needs.
  • Maintain compliance with company policies, investor guidelines, and applicable federal and state mortgage servicing regulations.
  • Deliver an exceptional customer experience while meeting quality, productivity, and service-level expectations.


Required Qualifications

  • High school diploma or equivalent.
  • 1+ year of experience in customer service, call center operations, mortgage servicing, banking, financial services, or a related field.
  • Experience handling a high volume of inbound and outbound customer calls.
  • Excellent verbal and written communication skills.
  • Strong customer service, problem-solving, and conflict resolution abilities.
  • Excellent organizational skills with strong attention to detail.
  • Intermediate to advanced Microsoft Excel skills, including formulas, VLOOKUPs, and PivotTables.
  • Proficiency with Microsoft Office (Excel, Word, Outlook).
  • Ability to multitask, prioritize work, and adapt in a fast-paced environment.
  • Self-motivated with a positive attitude and strong work ethic.
  • Full-time, onsite attendance.


Preferred Qualifications

  • Experience in mortgage servicing or mortgage operations.
  • Familiarity with mortgage servicing platforms such as MSP (ICE Mortgage Technology/Black Knight) or similar systems.
  • Knowledge of escrow, mortgage payments, loan servicing, default servicing, or customer account maintenance.
  • Bilingual (English/Spanish) preferred.


Benefits

We offer a comprehensive benefits package to support your health, financial well-being, and professional growth, including:

  • Competitive salary
  • Medical, dental, and vision insurance
  • Company-paid life insurance
  • 401(k) with employer matching
  • Paid time off and paid holidays
  • Paid training and career development
  • Employee Assistance Program (EAP)
  • Wellness initiatives
  • Career advancement opportunities


Why Join Our Team?

We're committed to delivering outstanding service to homeowners while creating a collaborative and supportive work environment for our employees. If you're passionate about helping customers, enjoy solving problems, and want to build a career in the mortgage servicing industry, we'd love to hear from you.


Equal Opportunity Employer

We are an Equal Opportunity Employer committed to fostering an inclusive workplace. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other status protected by applicable law.


Disclaimer

The duties and responsibilities described above are intended to describe the general nature of the work performed and are not intended to be an exhaustive list of responsibilities or qualifications. Responsibilities may change based on business needs. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position. Employment is at will unless otherwise governed by applicable law.


Search Keywords

Customer Care Specialist • Mortgage Servicing • Mortgage Customer Service • Customer Service Representative • Call Center Representative • Mortgage Operations • Loan Servicing • Escrow • Mortgage Payments • Banking • Financial Services • Borrower Support • Account Maintenance • MSP • ICE Mortgage Technology • Black Knight • Microsoft Excel • Customer Support • Mortgage Industry • Mortgage Servicing Specialist