Customer Service Representative

2 days ago

Oak Brook, Illinois, United States First Choice MH LLC Full time

About Us:

Join a fast-growing private lender making a real impact in the manufactured housing industry. At First Choice, we specialize in financing and servicing manufactured housing home loans, helping families and communities access affordable housing nationwide. We are looking for a dependable, customer-focused team member to support our borrowers throughout the life of their loan that values professionalism, integrity, and growth.

Position Overview:

The Loan Customer Service Representative is the main point of contact for our borrowers. You'll handle payment questions, insurance and title inquiries, account research, and general loan servicing. Ideal candidates are organized, patient, and comfortable working in a fast-paced lending environment. This is an excellent opportunity to grow your career in a niche sector of consumer lending with a company that is committed to both its employees and its customers.

Key Responsibilities

Borrower Support & Communication

  • Serve as the primary point of contact for borrowers regarding all payments, account status, statements, insurance, escrow, and general loan questions.
  • Respond to borrower calls, emails, portal messages, and correspondence in a clear and professional manner.
  • Educate borrowers on online payment systems, due dates, late fees, and account processes.
  • Document all customer interactions in the servicing platform.

Loan Servicing Taks

  • Process payments, payoff requests, and account adjustments.
  • Perform account research, reconcile discrepancies, and escalate issues when appropriate.

Compliance & Quality Standards

  • Ensure all communication and actions comply with internal policy, state lending laws, and servicing guidelines.
  • Protect borrower confidentiality and adhere to data-privacy requirements.
  • Follow standardized scripts, disclosures, and servicing procedures.

Problem Resolution

  • Investigate borrower concerns such as payment disputes, insurance issues, or statement questions.
  • Coordinate with internal teams to resolve issues quickly.
  • Identify recurring issues and recommend process improvements.

Loan Processing

  • Assist with loan application processing and initial file setup to support the underwriting team.

Qualifications:

  • 2+ years of customer service experience; financial services or loan servicing preferred.
  • Strong communication skills – professional, patient, and clear.
  • High attention to detail and strong organizational skills.
  • Ability to learn and effectively use servicing software.
  • Basic understanding of loan terms (principal, interest, escrow, late fees, payoff, amortization).
  • Problem-solving skills with the ability to manage multiple tasks at once.
  • Proficiency in Microsoft Office and computer skills.

What We Offer:

  • Competitive compensation and benefits package.
  • Opportunities for career growth in a specialized lending sector.
  • Supportive team environment with a mission-driven culture.

Job Type: Full-time

Pay: $50, $65,000.00 per year

Benefits:

  • 401(k)
  • Dental insurance
  • Health insurance
  • Paid time off
  • Vision insurance

Work Location: In person

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