Customer Care Analyst

This role is responsible for engaging with potential borrowers who are exploring home purchase or refinance options. This role serves as the first point of contact for prospects, conducting high-volume outreach, qualifying leads, and connecting interested borrowers with licensed Loan Officers. The ideal candidate is energetic, resilient, and thrives in a fast-paced, metrics-driven environment.

Key Responsibilities:

Customer Support

• Respond to customer inquiries via phone and email regarding mortgage applications, loan terms, and general account questions
• Provide clear, accurate information while maintaining a professional and empathetic tone

Issue Resolution

• Troubleshoot loan-level issues and provide timely solutions
• De-escalate customer concerns and coordinate with Loan Officers, Processors, Underwriting, and other internal departments to...