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 SupportRespond to customer inquiries via phone and email regarding mortgage applications, loan terms, and general account questionsProvide clear, accurate information while maintaining a professional and empathetic toneIssue ResolutionTroubleshoot loan-level issues and provide timely solutionsDe-escalate customer concerns and coordinate with Loan Officers, Processors, Underwriting, and other internal departments to ensure resolutionData Analysis & Continuous ImprovementAnalyze customer interaction trends to identify common issues and opportunities for improvementProvide feedback and recommendations to enhance service processes, efficiency, and customer satisfactionProcess ManagementManage multiple customer cases simultaneouslyTrack requests, follow up proactively, and ensure timely completion of tasks within established Service Level Agreements (SLAs)ComplianceEnsure all customer interactions, documentation, and processes adhere to company policies, federal and state regulations, and mortgage industry standardsQualifications:ExperiencePrevious experience in mortgage customer service, loan processing, or a related financial services role preferredSkillsExcellent verbal and written communication skillsStrong problem-solving abilities and attention to detailHigh level of empathy, patience, and professionalismStrong organizational and time-management skillsKnowledgeUnderstanding of mortgage terminology and basic knowledge of loan origination, processing, and compliance requirementsTechnicalProficiency in Microsoft Excel strongly preferred