Customer Service Representative

Job Summary

We are seeking a Customer Service Representative to join a growing mortgage servicing call center team in Jacksonville, FL. This full-time, in-office, temp-to-hire opportunity is ideal for customer-focused professionals who enjoy helping people, solving account issues, and working in a structured, performance-driven environment.

In this Mortgage Customer Service Representative role, you will support customers throughout the life of their mortgage account by answering questions, processing account updates, assisting with payments, and explaining mortgage-related topics such as escrow, taxes, insurance, and loss mitigation options. This position offers the opportunity to build valuable experience in mortgage servicing while working with supportive leadership, clear procedures, team-oriented coworkers, and a training-focused environment designed to help employees succeed.

This is a strong opportunity for candidates with customer service, call center, collections, banking, mortgage servicing, or loss mitigation experience who are looking for stability, professional growth, and a potential long-term career path.

Key Responsibilities

- Handle inbound and outbound customer calls in a professional, courteous, and empathetic manner.
- Assist customers with mortgage account inquiries, payments, billing questions, account updates, and related service needs.
- Help resolve delinquent accounts by collecting payments, discussing options, and documenting next steps accurately.
- Explain mortgage servicing topics including escrow, taxes, insurance, account status, and loss mitigation options.
- Accurately document customer interactions, account activity, and resolutions while navigating multiple systems.
- Partner with internal departments and follow company policies, procedures, and regulatory requirements to resolve customer concerns.

Compensation and Benefits

- Pay: $17.50 per hour.
- Job Type: Temp-to-Hire.
- Contract-to-Hire Opportunity: 6 months temp-to-perm.
- Schedule: Full-time.
- Work Arrangement: In-office position.
- Training Starts: August 24th

Equal Opportunity Employer / Disabled / Protected Veterans

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For temporary assignments lasting 13 weeks or longer, AppleOne is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.

AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.

We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Additional Skills

Required Qualifications and Skills

- Handle high-volume inbound and outbound mortgage servicing customer calls.
- Assist with account inquiries, payments, billing questions, delinquency resolution, and account updates.
- Document customer interactions accurately while managing multiple computer systems.
- Maintain call quality, productivity goals, and compliance with established procedures.

- High School Diploma or GED required.
- 1-2 years of customer service, call center, collections, banking, mortgage servicing, or related experience preferred.
- Strong communication, active listening, and customer service skills.
- Ability to remain professional, empathetic, and composed during stressful or sensitive customer situations.
- Comfortable working in a fast-paced, high-volume call center environment with monthly goals and quality standards.
- Strong problem-solving, negotiation, multitasking, and time management skills.
- Ability to navigate multiple computer systems while entering detailed and accurate notes.
- Reliable attendance and willingness to receive feedback and follow established procedures.

Preferred Qualifications

- Experience handling mortgage, escrow, tax, insurance, or loss mitigation-related inquiries.
- Prior experience in mortgage servicing, banking, collections, or a call center environment.
- Strong computer and data entry skills.
- Ability to work independently with minimal supervision.
- Proven ability to manage a fast-paced workload while maintaining accuracy and professionalism.