In Office Customer Service Representative - Mortgage Experience required

Customer Service Representative – Mortgage Servicing (Onsite, Full-Time)

Location: Onsite in Lansing, MI
Schedule: Monday–Friday, 8:30 AM – 5:00 PM EST
Compensation: $21.00–$22.00 per hour (non-exempt)
Bonus eligible

About the Role:

We’re hiring a Customer Service Representative to join a mission-driven mortgage servicer supporting affordable housing programs. This is a full-time, onsite position based in Lansing, MI, where you’ll play a key role in ensuring timely, accurate servicing of mortgage loans and delivering excellent customer support to homeowners.

This role is best suited for someone who enjoys talking to people, can handle a high volume of phone activity, and has strong attention to detail. You’ll work closely with the Loan Servicing Manager and be part of a collaborative team environment.

Key Responsibilities:

• Answer incoming phone calls and return voicemails in a timely, professional manner

• Process mortgage payments from lockbox and PayNearMe systems

• Manage insurance disbursement files and maintain accurate records

• Provide responsive and courteous support to customers and affiliate partners

• Assist with general loan servicing tasks and participate in team projects as needed

• Maintain compliance with applicable state and federal loan servicing regulations

• Uphold customer confidentiality and demonstrate professionalism at all times

Requirements:

• Minimum 2 years of experience in mortgage loan servicing

• Strong phone communication skills — must be comfortable speaking with customers regularly

• Proficiency in Microsoft Excel and Word

• Strong time management, organization, and follow-through

• Self-motivated and able to work independently with minimal supervision

• Must be accurate, reliable, and adaptable to changing needs

• Experience working with insurance or payment processing is a plus

• Bilingual ability is a plus but not required

• Must be comfortable participating in occasional training or travel

What Makes This Role Unique:

This position plays a vital part in maintaining a smooth and respectful borrower experience. If you're someone who doesn’t mind answering phones and thrives in a steady, process-driven environment, this could be a great fit.