Description

We are looking for a Mortgage Loan Services Specialist to provide exceptional support to customers seeking assistance with their mortgage loan inquiries and applications. This role requires an advanced level of English communication skills to guide customers through the mortgage process, explain loan terms, and assist with document preparation, approvals, and troubleshooting. The ideal candidate will have strong customer service abilities, an in-depth understanding of mortgage products, and the ability to provide clear and accurate information to customers.

Key Responsibilities:
Assist customers with inquiries related to mortgage loans, including loan options, rates, terms, and the application process.

Provide guidance through the loan application process, ensuring all required documentation is complete and accurate.

Help customers understand mortgage products, including fixed-rate, adjustable-rate, and government-backed loans.

Resolve issues related to loan approvals, disbursements, and payment processing.

Explain mortgage terms and conditions to customers in clear, accessible language.

Assist customers with understanding their mortgage statements, payment schedules, and interest rates.

Collaborate with internal teams (underwriting, processing, and collections) to resolve customer concerns and expedite loan processing.

Stay up-to-date with industry trends, regulations, and product offerings to provide accurate information to customers.

Document customer interactions and maintain accurate records in the company’s customer management system.

Requirements:
Education: High school diploma or equivalent

Experience: Previous experience in customer service, mortgage loan services, or the financial industry preferred.

Languages: Advanced fluency in English is required.

Skills:

Strong understanding of mortgage loan products, processes, and regulations.

Ability to explain complex mortgage-related concepts clearly and effectively to customers.

Proficiency in customer service software, mortgage loan systems

Excellent communication, problem-solving, and organizational skills.

Ability to manage multiple customer inquiries and requests in a fast-paced environment.

Other: Availability to work flexible shifts, including evenings, weekends, and holidays.

Benefits:
Competitive salary and benefits package.

Opportunities for career growth and advancement in the mortgage and financial services industry.

A dynamic, inclusive work environment.

Professional development programs and certifications in mortgage services and financial products.

If you are passionate about providing exceptional customer service in the mortgage industry and have a strong understanding of loan processes, apply today and join our team!

About Company:

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Equal Opportunity Employer Statement

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.