Customer Service Representative

CrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender with more than 7,000 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.

Position Overview:

The Customer Service Representative owns the client journey from initial contact through pre‑approval, ensuring timely communication, process clarity, and consistent execution during the most critical stages of the mortgage process. This role is responsible for progressing inbound opportunities into complete and decision‑ready applications by maintaining accurate documentation, tracking activity within the CRM, and coordinating early‑stage communication with clients and referral partners. The Customer Service Representative serves as the primary point of coordination for lead intake, documentation quality, and early‑process workflow management.

Job Responsibilities:

• Serve as the first point of contact for inbound purchase and refinance leads.
• Prioritize timely follow‑up to ensure prompt engagement, application progression, and completion of required documentation.
• Manage inbound communication across phone, text, email, and CRM queues.
• Conduct structured intake calls to assess borrower goals, timing, readiness, and next steps.
• Capture comprehensive intake information aligned with borrower objectives and Realtor expectations.
• Assist clients in initiating and completing the loan application under Loan Officer supervision, ensuring accuracy and completeness.
• Communicate the mortgage process, expectations, and upcoming steps in a clear and accurate manner without providing advisory opinions.
• Collect, review, and organize all required borrower documentation.
• Proactively follow up on outstanding documentation until the file is complete.
• Maintain accurate, real-time CRM notes and status updates.
• Drive lead conversion through disciplined follow-up and intake standards.
• Prepare fully documented, organized, decision-ready files for handoff to the Pre-Approval Specialist.
• Coordinate scheduling and internal logistics for pre-approval review.
• Provide clear and non‑advisory updates to clients during the pre‑approval and home‑search stages.
• Communicate readiness and timeline updates to Realtors as appropriate.
• Maintain an effective working relationship with the Loan Officer and Account Executive.

Qualifications and Skills:

• High School Diploma or equivalent.
• Experience in sales support or customer service, preferred.
• Familiarity with the mortgage process and required documentation, preferred.
• Skilled in communicating effectively by phone with clients and Realtors.
• Skilled in managing time‑sensitive tasks, multiple active files, and competing priorities while maintaining accuracy and attention to detail.
• Skilled in working effectively in dynamic environments with established standards and accountability.
• Skilled in taking ownership of outcomes as well as tasks.
• Excellent organizational and time management skills.
• Excellent communication skills.

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.