Call Center Representative

International Luxury Hotel Association

. Answer incoming customer calls and resolve inquiries about mortgage products and services .

Posted 10/5/2026full-timePlano • Texas • United 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 resolve financial issues. Proficient in navigating multiple servicing platforms and maintaining accurate documentation while ensuring compliance with investor guidelines.

Highest-signal resume keywords

Customer Service ExperienceMortgage KnowledgeCommunication SkillsProblem-Solving AbilityMicrosoft Office Proficiency

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Call Center ExperienceCollections ExperienceFinancial Services KnowledgeTyping SkillsRepayment Plan GuidanceLoan Modification KnowledgeDocumentation MaintenanceCustomer Interaction ManagementObjection HandlingPayment Outcome Influence

Soft Skills

EmpathyProfessionalismDe-Escalation SkillsCustomer-First MindsetTrust Building

Tools & Technologies

Loan Servicing SystemsOutbound DialersSkip-Tracing ApplicationsChat ToolsEmail ToolsSMS ToolsAI Tools

Industry Keywords

Mortgage ProductsForbearanceDelinquency ResolutionInvestor GuidelinesBackground ScreeningFederal Licensing RequirementsState Licensing Requirements

About the role

Key responsibilities & impact

Answer incoming customer calls and resolve inquiries about mortgage products and services
Work with delinquent mortgage customers to complete financial actions and cure accounts when possible
Assess customers’ ability and willingness to pay, build trust, encourage commitments, and explain next steps
Guide customers through repayment plans, forbearance, loan modifications, and liquidation alternatives according to investor and agency guidelines
Educate borrowers about consequences of non-payment and secure commitments to resolve delinquency
Partner across teams to provide customers with answers and next steps
Maintain accurate documentation of customer interactions, repayment plans, account actions, and service activity
Navigate multiple servicing platforms, loan servicing systems, outbound dialers, and skip-tracing applications
Assist other departments with call handling as call volume requires
Deliver performance aligned with customer satisfaction, quality, productivity, cure rate, collections effectiveness, and portfolio health
Use scripts and follow investor servicing guidelines, internal policies, and procedures

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 sensitive financial situations, objection handling, customer concern resolution, expectation setting, and securing commitments
Demonstrated problem-solving ability and customer-first mindset
Ability to navigate difficult customer conversations with empathy and professionalism, including de-escalation
Proven ability to influence customer behavior, secure commitments, and drive payment outcomes
Must pass the Company’s Background Screening process before beginning employment
May be required to pass client-specific background checks or applicable Federal/State licensing requirements
Must be within commutable distance to the Plano, TX office
Prior mortgage or financial services experience is a plus
Exposure to chat, email, SMS, dialer tools, and AI is a plus

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
Training on Lean Management System principles
Defined career path and internal mobility opportunities
Medical, dental and vision coverage
Company-paid life, accident and disability coverage
Mental, physical and financial wellness programs