Customer Service Representative

Towne Mortgage Company

Customer Service Representative for Towne Mortgage managing customer inquiries regarding mortgage and escrow accounts. Resolving inquiries and escalations while providing excellent service during high-volume call times.

Posted 7/21/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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

Demonstrates expertise in mortgage servicing and escrow management, with a strong focus on customer service excellence and effective problem-solving skills. Proficient in utilizing mortgage industry tools and technologies to manage high-volume inquiries and ensure accurate account handling.

Highest-signal resume keywords

Mortgage Servicing ExperienceEscrow ManagementCustomer Service ExcellenceHigh-Volume Call Center ExperienceAnalytical Problem-Solving Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Mortgage Process KnowledgeEscrow Account ManagementPayment ProcessingAccount Research and DocumentationFinancial Services Technology Proficiency

Soft Skills

Excellent Verbal CommunicationActive ListeningInterpersonal SkillsCritical ThinkingService Recovery Strategies

Tools & Technologies

Microsoft OfficeOutlookFiservEncompass

Industry Keywords

Customer RelationsBest-in-Class Customer Service PracticesHigh Volume Work ManagementService Requests Handling

About the role

Key responsibilities & impact

Receives and processes telephone calls and service requests from customers regarding mortgage and escrow accounts.
Responsible for appropriately resolving customer inquiries regarding mortgage loan servicing, escrow accounts, billing, and payment processing.
Escalates more complex problems to leadership for review and resolution.
Utilizes various mortgage and accounting systems to accurately research, review, and document various customer account information.
Demonstrates excellent customer service skills consistently, including active listening and the ability to explain complex concepts over the phone, via email, and in person.
De-escalates dissatisfied customers appropriately, implements appropriate service recovery strategies, and escalates to leadership as necessary.
Employs excellent analytical, problem-solving, critical thinking, and judgment skills to ensure the accuracy and completeness of the information provided to customers.
Organizes, prioritizes, and processes a high volume of work accurately and efficiently.
Proficient in common mortgage industry business support tools and financial services technology (i.e., Microsoft Office, Outlook, Fiserv, Encompass, etc.)

Requirements

What you’ll need

Three years’ broad mortgage servicing experience; escrow experience a must!
Demonstrated knowledge of the end-to-end mortgage process
One year of experience in a high-volume call center environment
Demonstrated proficiency in common mortgage industry business support tools and financial services technology
Working knowledge of and demonstration of “best-in-class” customer service practices and principles
Excellent verbal and written communication skills.
Strong customer relations disposition and interpersonal skills.

Benefits

Comp & perks

Health insurance
Professional development opportunities