WAH Mortgage Customer Service Representative

October 23, 2026

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Overview

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.

This position supports customer service for mortgage customers. This role requires you to interact with hundreds of customers each week across the country to resolve support issues and ensure a best-in-class customer experience. You will need to be confident, fully engaged, a team player, and dedicated to bringing a positive and enthusiastic outlook to work each day.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

Responsibilities

Key Responsibilities:

Handle inbound customer calls in a courteous, timely, and professional manner
Listen to customers, understand their needs, and resolve customer issues
Escalate customer issues to the appropriate staff and managerial for resolution as needed
Ensure first call resolution through problems solving and effective call handling
Follow the processes of the Client program and perform all tasks in a courteous and professional manner
Utilize knowledge base and training to accurately answer customer questions
Create and maintain customer CRM records with accurate call details
Accurately document call resolution in appropriate systems
Strictly follow client process for handling financial issues and inquiries
Comply with requirements surrounding confidential information and personal information
Follow all required scripts, policies, and procedures
Adhere to all attendance and work schedule requirements including all scheduled training

Qualifications

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

Required

Must be 18 years of age
High School Diploma or Equivalent
The ability to multi-task using multiple screens and systems while talking on the phone with customers.
The ability to type swiftly and accurately 30-45 Words per minute
The ability to read and speak English fluently
Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications including corporate intranet
Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook including Sharepoint)
Excellent organizational, written, and oral communication skills
The ability to multi-task across multiple systems and screens while speak to customers.
Must be customer service oriented (empathetic, responsive, patient, and conscientious)
Strong team orientation and customer focus with a positive attitude
Highly reliable with the ability to maintain regular attendance and punctuality
Aptitude for issue identification and problem solving
The ability to thrive in a fast-paced environment where change and ambiguity are prevalent
An aptitude for conflict resolution and problem solving
The ability to demonstrate good judgement when making decisions surrounding account inquiries, resolution paths, and call handling
Excellent interpersonal skills and the ability to build relationships with your team and customers

Preferred

Relevant experience in banking or financial services is a plus
Experience with data-entry utilizing a computer - proven professional writing and communication abilities to be able to support the customer is a plus

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