Customer Service Representative

We are looking for a Customer Service Representative to join a financial services team in Irvine, California as part of a contract opportunity with potential for a permanent role. This position is well suited for someone who enjoys speaking with customers, gathering key details, and helping individuals move forward in the early stages of the loan process. The role focuses on creating a strong first impression, collecting accurate information, and connecting applicants who meet initial criteria with the appropriate next point of contact.

Responsibilities:
• Manage incoming and outbound conversations with prospective borrowers to support the beginning of the loan application process.
• Use a guided questioning approach to gather information related to financial background, borrowing goals, and general qualification criteria.
• Record customer responses and application details with accuracy in internal platforms and customer records.
• Direct applicants who meet initial guidelines to the appropriate Loan Officer for follow-up and next steps.
• Provide courteous, clear, and consistent service during every customer interaction to promote a positive experience.
• Meet daily activity expectations in a high-volume environment while maintaining attention to detail and consistency.
• Follow established procedures for call handling, documentation, and status updates throughout the intake process.• At least 1 year of experience in customer service, a call center, or another client-facing environment.
• Strong verbal communication skills with the ability to establish trust and rapport quickly.
• Comfortable managing frequent phone interactions while following a defined workflow.
• High level of accuracy when entering and updating customer information.
• Ability to stay organized and effective in a fast-paced setting with performance expectations.
• Experience in mortgage or financial services is preferred, but not required.
• Familiarity with call center tools or CRM platforms such as Salesforce is a plus.