Customer Service Specialist

Flat Branch Home Loans

. Provide excellent customer service to internal and external customers .

Posted 9/18/2026full-timeRemote • United StatesJunior💰 $18 - $21 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer service skills with a focus on mortgage account management, including the ability to handle inquiries, process transactions, and maintain relationships with customers. Proficient in communication, both written and verbal, with a commitment to resolving complex issues effectively.

Highest-signal resume keywords

Customer Service ExperienceMortgage Customer ServiceProblem ResolutionBilingual CommunicationReport Generation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Inquiry ResearchPayment CollectionAccount MaintenanceEscrow AnalysisTransaction Processing

Soft Skills

Strong Work EthicDependabilityTeam-Oriented ApproachPositive AttitudeEffective Communication

Tools & Technologies

Email CommunicationTyping Skills

Industry Keywords

FNMA LoansFHLMC LoansFHA LoansVA LoansUSDA Loans

About the role

Key responsibilities & impact

Provide excellent customer service to internal and external customers
Handle inbound and outbound calls and customer contact within the Servicing Department
Research customer inquiries and collect payments for mortgage accounts
Coordinate with other departments to resolve inquiries
Build and maintain business relationships with mortgage customers
Answer and resolve inbound calls from mortgage customers, loan officers, and other departments
Perform outbound collection calls and create correspondence regarding FNMA, FHLMC, FHA, VA, and USDA loans
Research and resolve routine to moderately complex problems and inquiries
Generate reports and perform complex project work as needed
Process routine to complex customer transactions and account maintenance
Respond to customer correspondence, type letters, and prepare forms and other documents
Assist with annual escrow analysis and year-end statements
Coordinate and process payoff requests for title companies or customers
Perform other duties as assigned

Requirements

What you’ll need

Must be able to perform each essential duty satisfactorily
1-2 years of customer service experience, required
1-2 years of mortgage customer service and/or mortgage experience, preferred
Equivalent combination of education, experience and training that provides the required knowledge, skills and abilities
Ability to speak, read and write in the English language
Spanish or other languages helpful
Ability to read and comprehend simple instructions, short correspondence and memos
Ability to write simple correspondence
Ability to effectively present information in one-on-one and small group situations
Ability to communicate through e-mail
Good typing, spelling, and written communication skills
Prolonged periods sitting at a desk and working on a computer
Strong work ethic, dependability, team-oriented approach, and positive attitude