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Servicing - Customer Care Specialist

Troy, MI · On-site

$16/hr

Customer Service Representative * Call Center Representative * Mortgage Operations * Loan Servicing * Escrow * Mortgage Payments * Banking * Financial Services * Borrower Support * Account ...

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How much do mortgage customer service representative jobs pay per hour?

As of Sep 12, 2026, the average hourly pay for mortgage customer service representative 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 mortgage customer service representative?

A Mortgage Customer Service Representative assists customers with inquiries about their mortgage accounts, payments, escrow, and loan modifications. They provide guidance on mortgage terms, payment options, and account updates while resolving customer concerns. This role requires strong communication skills, knowledge of mortgage processes, and the ability to handle customer issues efficiently. Representatives may also coordinate with other departments to ensure accurate information and customer satisfaction.

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

To thrive as a Mortgage Customer Service Representative, you need strong knowledge of mortgage products, lending processes, and customer account management, often supported by a high school diploma or related experience. Familiarity with loan origination software, CRM systems, and compliance protocols is typically required. Excellent communication, patience, and problem-solving skills help representatives effectively address borrower concerns and build trust. These abilities ensure smooth loan processing, regulatory compliance, and positive customer experiences, which are crucial for organizational success.

What are the main responsibilities of a mortgage customer service representative?

A Mortgage Customer Service Representative primarily assists borrowers with inquiries regarding their mortgage applications, payments, escrow accounts, and loan terms. Daily tasks often involve responding to customer calls and emails, processing payments, researching account issues, and collaborating with underwriting, loan officers, and other departments to resolve concerns efficiently. You may also help customers navigate online account tools and explain complex loan documentation in simple terms. This role requires strong attention to detail and the ability to manage multiple cases at once, making it both dynamic and customer-focused.

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Mortgage Customer Service Representative jobs near you
Infographic showing various Mortgage Customer Service Representative job openings in the United States as of September 2026, with employment types broken down into 1% As Needed, 76% Full Time, 20% Part Time, and 3% Contract. Highlights an 92% Physical, 1% Hybrid, and 7% Remote job distribution, with an average salary of $39,098 per year, or $18.8 per hour.

Customer Service Representative

Westlake, OH • On-site

CrossCountry Mortgage
Finance and Insurance • 5 - 10K employees
Learn more about CrossCountry Mortgageexternal

$14.75 - $20.25/hr

Other

Medical, Dental, Vision, Retirement

Re-posted 4 days ago

CrossCountry Mortgage rating

7.4

Company rating: 7.4 out of 10

Based on 27 frontline employees who took The Breakroom Quiz

Job description

CrossCountry Mortgage Customer Service Representative

CrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender with more than 9,000 employees operating over 700 branches and servicing loans across all 50 states, D.C. and Puerto Rico. Our company has been recognized ten times on the Inc. 5000 list of America's fastest-growing private businesses and has received many awards for our standout culture.

A culture where you can grow! CCM has created an exceptional culture driving employee engagement, exceeding employee expectations, and directly impacting company success. At our core, our entrepreneurial spirit empowers every employee to be who they are to help us move forward together. You'll get unwavering support from all departments and total transparency from the top down.

CCM offers eligible employees a competitive compensation plan and a robust benefits package, including medical, dental, vision, as well as a 401K. We also offer company-provided short-term disability, an employee assistance program, and a wellness program.

Position Overview: CrossCountry Mortgage's Customer Service Representative positions are entry level positions to begin a new career in the mortgage industry. This position provides the essential tools and foundation to ensure career success and maintain the utmost level of customer satisfaction.

Job Responsibilities:
  • Take inbound leads via corporate phone system.
  • Gather basic customer information and identify customer needs.
  • Assist Licensed Loan Officers in obtaining leads by coordinating communication and transferring identified customer via corporate phone system.
  • Utilize corporate training methods and tactics in converting potential prospects to CCM customers.
  • Schedule initial appointments as well as maintaining database to ensure customer service expectations are met.
  • Appropriately classify and distinguish each lead contacted.
  • Manage high volume of incoming phone calls.
  • Apply training to live interactions with CCM clients both internally and externally.
Qualifications and Skills:
  • High School diploma or equivalent.
  • 1 year of experience as a telemarketer or similar sales/customer service role.
  • Microsoft Office Suite (i.e. Word, Excel, PowerPoint and Outlook)
  • Excellent communication and customer service skills.
  • Excellent prioritization and time management skills.

CrossCountry Mortgage, LLC offers MORE than a job, we offer a career. Apply now to begin your path to success!

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