Customer Service Representative

Dovenmuehle

. Answer inbound calls from borrowers, third parties, and clients .

Posted 9/23/2026full-timeLake Zurich • Illinois • United StatesJunior💰 $18 - $20 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong analytical and problem-solving skills while effectively managing high-volume inbound calls and complex loan servicing inquiries. Proficient in Microsoft applications and mortgage servicing platforms, with a commitment to maintaining compliance and accuracy in all tasks.

Highest-signal resume keywords

High-Volume Call Center ExperienceLoan Servicing KnowledgeMicrosoft Applications ProficiencyAnalytical Problem-Solving SkillsEffective Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Loan Processing SystemsData DocumentationAccount VerificationBilling Issue ResolutionTax and Insurance ResearchLoan Payment ProcessingEscrow Account ManagementWorkflow ImprovementAutomation IdentificationComplex Task Management

Soft Skills

Attention to DetailPositive InteractionProfessional CommunicationMulti-tasking AbilityCustomer Service Orientation

Tools & Technologies

Mortgage Servicing PlatformsPC Skills

Industry Keywords

Code of Conduct ComplianceRegulatory TrainingPrivate Label Client RequirementsCall Quality Score

About the role

Key responsibilities & impact

Answer inbound calls from borrowers, third parties, and clients
Answer questions and perform loan maintenance requests
Handle complex loan-servicing inquiries and escalated issues from junior staff
Refer inquiries and research requests to applicable departments or staff
Verify and change account information
Process and forward documentation requests
Research tax and insurance issues
Process loan payments and resolve and explain billing issues
Verify tax and insurance disbursements
Submit requests concerning payments, tax and hazard insurance, escrow accounts, purged loan information, loan payoffs, transfers, conversions, and lien releases
Prepare and send account information and correspondence
Document activity accurately in databases
Represent Private Label clients using organizational names accurately
Comply with the Code of Conduct and complete annual regulatory training
Assist with outbound telephone call projects
Maintain current knowledge of loan-servicing policies, procedures, and Private Label client requirements
Maintain a minimum of 75 incoming calls per day with at least a 90% quality score
Identify ideas for improved workflow, automation, and service levels
Perform other related duties as assigned

Requirements

What you’ll need

High school diploma or equivalent
1+ years in a high-volume call center
Solid PC skills; proficient with Microsoft applications and mortgage servicing platforms
Strong analytical and problem-solving skills and attention to detail/accuracy
Ability to handle complex, multiple tasks simultaneously in a fast-paced environment
Effective verbal and written communication skills
Ability to interact positively and professionally with internal and external audiences
Ability to explain complex matters to customers clearly and concisely
Knowledge of loan processing systems preferred
College degree or mortgage industry experience equivalent preferred
Must be able to lift and/or move up to 25 lbs occasionally
Must be able to type and utilize a computer for long periods of time

Benefits

Comp & perks

Medical, Dental, Vision, Wellness, Flexible Spending Account, and Employee Assistance Program
Employer paid Life Insurance, Short Term Disability, and Long-Term Disability
401 (K) Plan with company match
Paid Vacation, Sick, Personal and Holidays
Reasonable accommodations for qualified disabilities