Customer Service Representative

We are looking for a customer-focused individual to support mortgage clients in a fast-paced Financial Services environment in Hermitage, Pennsylvania. This Long-term Contract opportunity centers on delivering clear, timely assistance to customers by phone while helping ensure a smooth mortgage experience from initial contact through follow-up. The ideal candidate brings strong communication skills, sound judgment, and the ability to balance service quality with accuracy in documentation and compliance.

Responsibilities:

• Respond to incoming calls from mortgage customers, clarify account-related questions, and provide guidance on loan progress, required paperwork, and process steps.
• Conduct outbound calls to newly onboarded mortgage clients to introduce available support, verify important information, and outline what to expect next.
• Record customer conversations thoroughly in internal systems so account updates, actions taken, and follow-up needs are accurately tracked.
• Work closely with colleagues across mortgage operations and related teams to address customer concerns and route more complex matters for resolution.
• Apply knowledge of mortgage offerings, service procedures, and applicable regulations to deliver accurate information during each interaction.
• Maintain a focused, solution-oriented approach that promotes a positive experience for every customer.
• Manage a steady volume of inbound and outbound phone activity while staying organized and attentive to detail.
• Support service-related administrative tasks, including order entry and call tracking, as needed to keep workflows moving efficiently.