Mortgage Client Service Representative

CrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender with more than 9,000 employees operating over 700 branches and servicing loans across all 50 states, D.C. and Puerto Rico. Our company has been recognized ten times on the Inc. 5000 list of America's fastest-growing private businesses and has received many awards for our standout culture.

A culture where you can grow! CCM has created an exceptional culture driving employee engagement, exceeding employee expectations, and directly impacting company success. At our core, our entrepreneurial spirit empowers every employee to be who they are to help us move forward together. You'll get unwavering support from all departments and total transparency from the top down.

CCM offers eligible employees a competitive compensation plan and a robust benefits package, including medical, dental, vision, as well as a 401K. We also offer company-provided short-term disability, an employee assistance program, and a wellness program.

Veterans Lending Group is a team of mortgage professionals dedicated to serving military service members, veterans, and their families. With a focus on education and community involvement, the organization helps individuals navigate their mortgage options while providing expert guidance tailored to their unique needs. Veterans Lending Group operates as a registered tradename of CrossCountry Mortgage, LLC and is committed to providing equal housing opportunities. While the organization serves many regions, it is not authorized to process loans for properties located in New York. All loans are subject to underwriting approval, and VA loans require a valid Certificate of Eligibility.

Position Overview:

The Mortgage Client Service Representative is responsible for contacting incoming leads, gathering basic borrower information, and connecting qualified clients with a Loan Officer. This role requires comfort with phone-based communication, a customer-focused approach, and an interest in professional growth within the mortgage industry.

Job Responsibilities:

• Contact inbound and outbound leads by phone in a timely and professional manner.
• Gather basic borrower information.
• Identify borrower needs and connect qualified prospects with a Loan Officer.
• Schedule appointments and maintain follow-up tasks in the CRM.
• Accurately document lead status, call outcomes, and next steps.
• Manage a high volume of calls while maintaining strong customer service.
• Support the loan team by helping move leads through the early stages of the process.
• Follow company procedures and communication standards.
• Participate in training and development with the goal of obtaining a mortgage license.

Qualifications and Skills:

• High school diploma or equivalent.
• 1+ years of experience in customer service, sales, telemarketing, or lead conversion, preferred.
• Experience working with a diverse range of clients, including veterans and active-duty service members, preferred.
• Comfortable asking questions, gathering information, and handling objections.
• Excellent customer service, communication, and phone skills.
• Highly detail-oriented, organized, with excellent follow-up skills.
• Basic proficiency in Microsoft Office and CRM systems.
• Willingness to obtain a mortgage license.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.

CrossCountry Mortgage, LLC offers MORE than a job, we offer a career. Apply now to begin your path to success! careersatccm.com

CrossCountry Mortgage, LLC strives to provide employees with a robust benefit package: https://mycrosscountrybenefits.com

California residents: Please see CrossCountry's privacy statement for information about how CrossCountry collects and uses personal information about California applicants.

CrossCountry Mortgage supports equal employment opportunity in hiring, development and advancement for all qualified persons without regard to race, color, religion, religious creed, national origin, age, physical or mental disability, ancestry, marital status, uniformed service, covered veteran status, citizenship status, sex (including pregnancy, childbirth, and related medical conditions, and lactation), sexual orientation, gender identity, gender expression, transgender status, domestic violence victim status (where applicable), protected hair style or texture, genetic information (testing or characteristics), or any other protected status of an individual or because of the individual's association with a member of a protected group or any other characteristic protected by federal, state, or local law ("Protected Characteristics"). The collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities and talent that our employees invest in their work represents a significant part of not only our culture, but our reputation. The Company is committed to fostering, cultivating and preserving a culture that welcomes diversity and inclusion.

CrossCountry Mortgage, LLC (NMLS3029) is an FHA Approved Lending Institution and is not acting on behalf of or at the direction of HUD/FHA or the Federal government. To verify licensing, please visit www.NMLSConsumerAccess.org.