Remote Mortgage Customer Service Representative – Client Relations & Issue Resolution Specialist at brighthush

About brighthush

brighthush is a leading global provider of tech‑enabled business services that transforms the way brands connect with their customers. With a history of innovation dating back to 2002, brighthush has grown into a trusted partner for thousands of organizations worldwide, delivering world‑class contact center solutions that blend human expertise with cutting‑edge technology. Our mission is simple: to simplify complex customer journeys, empower teams, and create memorable experiences that drive loyalty and growth.

Why Join brighthush?

As a remote‑first organization, brighthush offers the flexibility to work from anywhere in the United States while still being part of a vibrant, collaborative culture. We value diversity, creativity, and continuous learning. Our employees enjoy:

• Competitive compensation packages with performance‑based bonuses
• Comprehensive health, dental, and vision plans (eligible after 30–60 days)
• Generous paid time off, holidays, and a flexible work schedule
• Retirement savings options, including company match where available
• Short‑term disability, life, accident, and critical illness coverage
• Ongoing professional development and paid training programs
• Internal career advancement opportunities with a strong focus on promotions from within
• Casual dress code and a supportive, team‑oriented environment

Job Overview

We are seeking a highly motivated, customer‑centric Remote Mortgage Customer Service Representative to join our dynamic team. In this role, you will be the first point of contact for mortgage clients, handling inbound calls, resolving inquiries, and ensuring a seamless, positive experience. Your ability to navigate complex financial questions while maintaining a calm, empathetic demeanor will be critical to our clients’ satisfaction and our brand’s reputation.

Key Responsibilities

• Answer inbound mortgage customer calls with courtesy, professionalism, and a sense of urgency.
• Listen actively to understand customer needs, clarify issues, and provide accurate, timely solutions.
• Escalate unresolved or complex issues to senior staff or management following established protocols.
• Achieve first‑call resolution whenever possible through effective problem‑solving and knowledge application.
• Adhere strictly to brighthush’s client processes, scripts, and policies for all interactions.
• Utilize the knowledge base and ongoing training resources to answer questions accurately and efficiently.
• Maintain detailed, accurate CRM records of all customer interactions, including call notes, resolution steps, and follow‑up actions.
• Document call outcomes and resolution paths in the appropriate systems to support analytics and continuous improvement.
• Handle sensitive financial information with the highest level of confidentiality and compliance with regulatory standards.
• Comply with all attendance, scheduling, and training requirements to ensure consistent service quality.

Essential Qualifications

• Minimum age of 18 years and a high school diploma or equivalent.
• Proven experience in customer service, preferably within banking or mortgage services.
• Strong multitasking skills: ability to manage multiple screens and systems while engaging with customers.
• Typing speed of 30–45 words per minute with high accuracy.
• Fluent reading and speaking skills in English.
• Basic proficiency in Microsoft Office Suite (Excel, PowerPoint, Word, Outlook, SharePoint).
• Excellent written and oral communication, with a focus on clarity and empathy.
• Reliable, punctual, and able to maintain consistent attendance.
• Strong problem‑solving and critical‑thinking abilities.
• Ability to thrive in a fast‑paced, evolving environment with frequent change.
• Authorized to work in the United States.

Preferred Qualifications

• Prior experience handling mortgage or financial product inquiries.
• Familiarity with CRM platforms and data‑entry best practices.
• Experience with conflict resolution and de‑escalation techniques.
• Knowledge of regulatory compliance related to financial services (e.g., FDIC, CFPB).
• Previous remote work experience with a proven track record of self‑management.

Core Skills & Competencies

• Customer‑First Mindset: Empathy, patience, and a genuine desire to help customers succeed.
• Communication Excellence: Clear, concise, and professional verbal and written communication.
• Technical Proficiency: Comfortable navigating multiple software applications simultaneously.
• Analytical Thinking: Ability to assess issues quickly and determine the best resolution path.
• Team Collaboration: Strong team orientation, sharing knowledge, and supporting peers.
• Adaptability: Comfortable with change, ambiguity, and continuous learning.
• Integrity & Confidentiality: Commitment to protecting sensitive customer data.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Remote Mortgage Customer Service Representative, you will have access to:

• Structured onboarding and ongoing training modules covering mortgage products, compliance, and customer engagement.
• Mentorship programs pairing you with senior agents and managers.
• Career pathways into supervisory roles, quality assurance, or specialized mortgage product support.
• Cross‑functional projects that expose you to other business units such as underwriting, risk management, and technology.
• Regular performance reviews with clear metrics and actionable feedback.

Work Environment & Culture

brighthush’s remote culture is built on trust, transparency, and collaboration. You will:

• Participate in virtual team meetings, brainstorming sessions, and social events.
• Access a digital knowledge hub with resources, best practices, and community forums.
• Benefit from a supportive manager who values work‑life balance and professional growth.
• Enjoy a casual, inclusive atmosphere where diverse perspectives are celebrated.

Compensation & Benefits

While specific figures may vary by location and experience, our compensation package includes:

• Competitive base salary aligned with industry standards for remote mortgage customer service roles.
• Performance‑based bonuses tied to customer satisfaction scores, first‑call resolution rates, and team metrics.
• Health, dental, and vision insurance (eligible after 30–60 days).
• Paid time off, holidays, and flexible scheduling.
• Retirement savings plan with company match where applicable.
• Short‑term disability, life, accident, and critical illness coverage.
• Paid training and professional development courses.
• Employee recognition programs, contests, and incentive rewards.

How to Apply

If you are passionate about delivering exceptional mortgage customer experiences and thrive in a remote, fast‑paced environment, we encourage you to apply. Join brighthush and become part of a team that values innovation, integrity, and impact.

Ready to take the next step? Submit your application through our career portal or click the link below to start your journey with brighthush today.