Customer Service Representative

Job Description

About LBC Mortgage

LBC Mortgage is a Los Angeles–based mortgage company with over 20 years of industry experience. We specialize in helping clients with residential mortgage solutions and pride ourselves on strong customer service, clear communication, and a smooth loan process.

We are currently looking for a Customer Service Representative to support our team by assisting clients, answering inquiries, and ensuring excellent service throughout the mortgage process.

Key Responsibilities

• Answer inbound calls, emails, and messages from clients in a professional and friendly manner
• Provide updates to borrowers regarding loan status and next steps
• Assist clients with document requests and basic loan-related questions
• Support Loan Officers and Processors with administrative tasks
• Maintain accurate client records and notes in the CRM system
• Follow up with clients to ensure all required documents are received
• Help resolve issues and escalate urgent matters when needed
• Ensure high-quality customer experience and strong communication at all stages

Requirements

• Strong communication skills (verbal and written)
• Professional attitude and customer-first mindset
• Ability to multitask and stay organized in a fast-paced environment
• Comfortable working with deadlines and follow-ups
• Basic computer skills and ability to work with CRM systems
• Ability to work independently and as part of a team

Preferred Qualifications

• Experience in mortgage, lending, banking, or real estate (preferred)
• Experience working in customer support or client-facing roles
• Familiarity with loan documentation is a plus
• Knowledge of Encompass or similar systems is a plus

What We Offer

• Competitive salary based on experience
• Stable company with 20+ years in the mortgage industry
• Friendly and supportive team environment
• Opportunity to grow within the mortgage and lending industry
• Training and professional development