Customer Service Representative (Mortgage Servicing)

Location: Jacksonville, Florida, USA; ET business hours required

Salary: $20–$22 per hour

Company

hirify.global provides technology, products, and personalized services for the mortgage and real estate industries.

What you will do

• Speak with customers to understand mortgage account needs, answer questions, troubleshoot concerns, and provide timely resolutions.
• Research and analyze account information across multiple systems to identify issues and determine appropriate solutions.
• Verify and update customer contact and account information while maintaining accurate records.
• Implement corrective actions according to established procedures and escalate complex issues to managers or support teams.
• Document customer interactions clearly and coordinate with internal teams to ensure timely resolution.
• Support billing questions, introduce relevant client products and services, and meet call-handling, quality, productivity, and regulatory requirements.

Requirements

• At least one year of related experience in a call center or customer service environment.
• High school diploma or equivalent required.
• Strong customer service, communication, attention-to-detail, research, and problem-solving skills.
• Ability to navigate multiple computer systems and screens while assisting customers.
• Ability to maintain accurate account documentation and perform basic calculations.
• Availability for Monday–Friday, 11:30 a.m.–8:00 p.m. ET, a Saturday rotation, and three weeks of training from 9:00 a.m.–6:00 p.m. ET.

Nice to have

• Mortgage servicing, financial services, or related industry experience.

Culture & Benefits

• Inclusive, people-first workplace culture.
• Medical, dental, and vision coverage based on eligibility.
• 401(k), paid time off, and paid sick leave based on eligibility.
• Employee stock purchase plan and other benefits.
• Occasional mandatory overtime may be required based on business needs and call volume.

Hiring process

• Selected candidates must successfully complete a background check and credit check where permitted by applicable law.