Call Center Representative

International Luxury Hotel Association

. Answer incoming customer calls and resolve inquiries about the Company’s mortgage products and services .

Posted 9/24/2026full-timeUnited StatesJuniorWebsite

Core Competencies

Role fit

Core Competencies

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

Demonstrates strong communication and problem-solving skills to effectively manage customer inquiries and financial situations. Proficient in navigating loan servicing systems and Microsoft Office, with a focus on achieving customer satisfaction and payment outcomes.

Highest-signal resume keywords

Customer Service ExperienceCollections EffectivenessMicrosoft Office ProficiencyProblem-Solving AbilityEmpathy in Customer Interactions

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Call Center ExperienceCollectionsFinancial Action ResolutionRepayment Plan GuidanceLoan Modification KnowledgeDocumentation MaintenanceTyping SkillsMulti-System Navigation

Soft Skills

Strong Communication SkillsCustomer-First MindsetDe-Escalation TechniquesInfluencing Customer BehaviorHandling Objections

Tools & Technologies

Loan Servicing SystemsOutbound Dialer PlatformsSkip-Tracing Applications

Industry Keywords

Mortgage ProductsDelinquency ManagementFinancial CommitmentsInvestor GuidelinesAgency Guidelines

About the role

Key responsibilities & impact

Answer incoming customer calls and resolve inquiries about the Company’s mortgage products and services
Work with delinquent customers to complete financial actions and cure accounts through payment when possible
Assess customers’ ability and willingness to pay, build trust, encourage commitments, and explain paths forward
Guide customers through repayment plans, forbearance, loan modifications, and liquidation alternatives in accordance with investor and agency guidelines
Educate borrowers on consequences of non-payment and secure commitments to resolve delinquency
Partner across teams to ensure customers receive answers and next steps
Maintain accurate documentation of customer interactions, repayment plans, account actions, and service activity
Navigate loan servicing systems, outbound dialer platforms, and skip-tracing applications simultaneously
Assist other departments with call handling needs as call volume dictates
Deliver performance outcomes aligned with customer satisfaction, quality, productivity, cure rate, collections effectiveness, and portfolio health

Requirements

What you’ll need

High school diploma or equivalent required
Minimum of one year experience in a call center, collections, inside sales, customer service, or dispatch environment required
Strong computer skills, including typing and navigating multiple systems simultaneously
Proficient knowledge of the Microsoft Office suite required
Strong communication skills for addressing sensitive financial situations, handling objections, resolving concerns, setting expectations, and securing commitments
Demonstrated problem-solving ability and a customer-first mindset
Ability to navigate difficult customer conversations with empathy and professionalism, including de-escalation and problem solving in high-stress interactions
Proven ability to influence customer behavior, secure commitments, and drive payment outcomes
Must pass the Company’s Background Screening process prior to beginning employment
May be required to pass client-specific background checks or Federal/State licensing requirements, if applicable
Employee must be within commutable distance to the Plano, TX office
Scheduled availability from 11 am to 8 pm CT Monday through Friday and rotating Saturdays from 7 am to 4 pm CT

Benefits

Comp & perks

Competitive benefits
401(k) with company match after 1 year
Paid holidays + 2 floating holidays + 1 volunteer day per year
19 days of paid time off per year
Tuition assistance
Quarterly “Fun at Work” events
Opportunity for yearly merit increase in compensation
Training on AI-powered tools and workflows used in the contact center
Training on Lean Management System (LMS) principles including daily huddles, visual management, and continuous improvement practices
Defined career path for high performers
Internal mobility across business lines is actively encouraged
Medical, dental and vision coverage
Up to 3% match on 401(k) contributions
Company-paid life, accident and disability coverage
Programs for mental, physical and financial wellness