Customer Service Representative

We are looking for a Customer Service Representative to join a financial services team in Irvine, California on a Contract to Permanent basis. In this role, you will serve as an early point of contact for prospective borrowers, helping collect key information and guiding each person through the first stage of the loan process. This opportunity is well suited for someone who communicates confidently, works well in a structured environment, and enjoys creating a detail-focused customer experience in a fast-moving setting.

Responsibilities:
• Speak with prospective borrowers to gather initial details and understand their financing needs.
• Use a defined questioning approach to evaluate basic qualification factors such as income, credit profile, and borrowing intent.
• Record customer information carefully and maintain accurate updates within internal platforms.
• Direct eligible applicants to the appropriate Loan Officer for continued follow-up and next steps.
• Provide courteous, attentive service that builds trust and leaves applicants with a positive impression.
• Manage a steady flow of inbound and outbound calls while meeting productivity and conversion goals.
• Follow established procedures to ensure each interaction is handled consistently and efficiently.• 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 rapport quickly over the phone.
• Ability to handle a high volume of calls while staying organized and attentive to detail.
• Demonstrated accuracy in data entry and documentation.
• Comfortable following a structured workflow and asking clear, consistent qualifying questions.
• Experience with inbound and outbound calling is preferred.
• Familiarity with Salesforce or similar customer relationship management systems is a plus.
• Exposure to mortgage or financial services environments is preferred but not required.