HELOC Phone Representative I

Dovenmuehle

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

Posted 10/13/2026full-timeRemote • Illinois • United StatesMid-LevelSenior💰 $20 - $22 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong communication and organizational skills while effectively managing loan servicing inquiries and documentation. Proficient in customer service and collaboration within the mortgage industry.

Highest-signal resume keywords

Loan ServicingCustomer Service ExperienceEffective Verbal And Written CommunicationOrganizational SkillsMortgage Industry Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Loan Processing SystemsDocumentation ManagementAccount VerificationIssue ResolutionDatabase Management

Soft Skills

EmpathyCollaborationTime Management

Tools & Technologies

ComputersCalculatorsCopy MachinesPrintersPhones

Industry Keywords

Mortgage IndustryLoan MaintenanceRegulatory ComplianceClient CommunicationEscalation Management

About the role

Key responsibilities & impact

Answer inbound calls from borrowers, third parties, and clients
Answer questions and perform loan maintenance requests
Handle complex inquiries concerning all aspects of loan servicing
Handle escalated issues from junior staff
Refer inquiries and research requests to applicable departments or staff members
Verify and change account information
Process and forward documentation requests to internal departments
Submit requests to initiate, correct, or resolve issues
Prepare and send account information and correspondence to borrowers, clients, and third parties
Document all activity accurately in appropriate databases
Represent Private Label clients using organizational names accurately
Communicate with borrowers and authorized third parties clearly, empathetically, professionally, and knowledgeably
Escalate issues through applicable channels
Attend meetings and participate in projects
Complete mandatory, department-specific, and annual regulatory compliance training
Perform other related duties as assigned

Requirements

What you’ll need

High School Diploma or equivalent required
Effective verbal and written communication skills
Ability to collaborate with various constituents
Excellent organizational and time management skills
Comfortable working in either an on-site office setting or a quiet, designated work-from-home space
Ability to remain stationary and/or move about the organization or remote office
Ability to frequently stand or walk, sit, type, write, handle, feel, and reach
Ability to occasionally climb, balance, stoop, kneel, crouch, or lift/move up to 25 lbs
Ability to operate computers, calculators, copy machines, printers, phones, and other office equipment
Customer service experience preferred
Mortgage industry experience preferred
Knowledge of loan processing systems preferred

Benefits

Comp & perks

Overtime as required
Work-from-home option in a quiet, designated space
Reasonable accommodations for qualified disabilities
Mandatory and department-specific training
Annual regulatory compliance training