Remote Customer Service Associate I – Home Mortgage Support Specialist (Work‑From‑Home) – December Cohort

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Join the Mission‑Driven Team at Mr. Cooper Group – Where Homeownership Dreams Come True

Imagine a role that lets you work from the comfort of your own home while making a tangible difference in the lives of families across the United States. As a Customer Service Associate I with Mr. Cooper Group, you become a trusted guide for homeowners navigating the complexities of mortgage servicing, payment options, and digital tools. This is more than a call‑center job; it is an invitation to join a purpose‑first organization that puts the American dream of homeownership at the heart of everything we do.

Why Mr. Cooper Group?

Founded on the belief that every family deserves a place to call home, Mr. Cooper has grown into one of the nation’s leading mortgage servicing companies. Our culture blends a relaxed, casual atmosphere with a relentless focus on customer success. Employees enjoy flexible attire, supportive leadership, and an environment where ideas are welcomed and innovation is rewarded. By choosing a career with us, you align yourself with a company that values both the homeowner’s journey and the professional growth of its team members.

Compelling Benefits & Perks – Investing in You

• Mortgage Loan & Down‑Payment Assistance Programs: Exclusive options for employees looking to buy or refinance a home.
• Student Debt Repayment: Competitive contributions toward your outstanding education loans.
• Tuition Reimbursement: Up to $5,500 per year for approved courses that enhance your skill set.
• Comprehensive Health Coverage: Medical, dental, and vision plans with market‑based contributions.
• Paid Time Off & Paid Holidays: Generous accruals to support work‑life balance.
• Flexible Spending Accounts (FSAs): Pre‑tax dollars for eligible childcare and dependent care expenses.
• Cooper Climbers Career Pathway: Structured advancement tracks that empower you to move from associate to leadership roles.
• Monthly Bonus & Incentive Rewards: Performance‑driven compensation that recognizes your dedication.
• Virtual Training & Equipment: Six weeks of fully paid, remote onboarding with all necessary hardware provided.

What Your Typical Day Looks Like – A Blend of Impactful Interaction and Continuous Learning

As a Remote Customer Service Associate, you will be the first point of contact for homeowners seeking assistance with their mortgage accounts. Your day will be dynamic, engaging, and centered around delivering exceptional service.

• Handle 40‑50 inbound and outbound calls per shift, providing clear, courteous, and solution‑focused communication.
• Assist customers with payment plans, escrow inquiries, and general mortgage information, ensuring they understand every option available.
• Promote Mr. Cooper’s digital ecosystem—Paperless statements, the Mobile App, the web portal, and the Interactive Voice Response (IVR) system—to enhance self‑service capabilities.
• Identify and resolve issues for borrowers who are 30 days or fewer past due, delivering timely guidance to prevent further delinquency.
• Document each interaction accurately in our CRM system, maintaining compliance with industry regulations and internal policies.
• Participate in daily huddles and weekly coaching sessions to sharpen product knowledge and refine communication techniques.

Core Responsibilities – Your Blueprint for Success

1. Customer Engagement: Deliver empathetic, knowledgeable assistance across a high volume of calls, consistently meeting or exceeding quality metrics.
2. Problem Solving: Analyze borrower situations, recommend appropriate payment solutions, and guide them through required documentation.
3. Digital Advocacy: Educate customers on online tools that streamline account management, reducing call load and empowering self‑service.
4. Compliance & Documentation: Record detailed interaction notes, adhere to privacy standards (GLBA, FCRA), and ensure all actions are audit‑ready.
5. Team Collaboration: Share insights with peers and supervisors, contribute to process improvement initiatives, and mentor newer team members as you gain experience.
6. Continuous Learning: Attend quarterly training webinars, stay current on regulatory changes, and pursue certifications (e.g., Certified Mortgage Servicer).

Essential Qualifications – The Foundations We Look For

• Minimum 6 months of customer service experience in a fast‑paced environment.
• At least 6 months of call‑center experience, preferably with a focus on outbound dialing or inbound inquiry handling.
• Strong verbal communication skills, with an ability to convey complex financial concepts in plain language.
• Proficiency with basic computer applications (Microsoft Office, Google Workspace) and comfort navigating web‑based platforms.
• High school diploma or equivalent; some college coursework or associate degree is a plus.
• Reliable high‑speed internet connection and a quiet, dedicated workspace that meets remote‑work standards.
• Eligibility to reside within 60 miles of the Longview, TX office for occasional in‑person training or team events.

Preferred Qualifications – What Will Set You Apart

• Experience in mortgage servicing, banking, or other financial services.
• Knowledge of loan servicing terminology (escrow, principal, interest, delinquency, etc.).
• Demonstrated ability to meet or exceed performance targets (average handle time, first‑call resolution, CSAT scores).
• Certification in customer service excellence (e.g., CCSP) or a related field.
• Multilingual capabilities, particularly Spanish, to serve a diverse borrower base.

Key Skills & Competencies – The Attributes That Drive Outstanding Performance

• Active Listening: Fully understand borrower concerns before responding.
• Empathy & Patience: Provide calm reassurance during stressful financial situations.
• Analytical Thinking: Quickly assess information and determine the most appropriate solution.
• Time Management: Efficiently handle high call volume while maintaining quality.
• Adaptability: Thrive in a remote environment with shifting schedules and evolving processes.
• Tech Savvy: Navigate multiple systems simultaneously and troubleshoot basic technical issues.
• Collaboration: Communicate effectively with teammates, supervisors, and cross‑functional partners.

Career Growth – Your Pathway to Leadership and Expertise

Mr. Cooper is committed to investing in your long‑term success. Starting as a Customer Service Associate I, you have clear routes to advancement:

• Customer Service Associate II: Elevated responsibilities, higher performance metrics, and eligibility for leadership training.
• Team Lead / Supervisor: Oversee a small group of associates, conduct coaching sessions, and drive performance initiatives.
• Subject Matter Expert (SME) – Mortgage Services: Specialize in complex escrow, loss mitigation, or foreclosure prevention.
• Operations Manager: Lead regional call‑center operations, shape strategic objectives, and partner with senior leadership.

Throughout each stage, you will have access to:

• Mentorship programs pairing you with seasoned professionals.
• Annual tuition reimbursement and certification bonuses.
• Internal job boards showcasing lateral moves into analytics, compliance, or product development.
• Regular performance reviews focused on skill development, not just numbers.

Work Environment & Culture – What It’s Like to Be Part of the Mr. Cooper Family

Even though you’ll be working remotely, you’ll never feel isolated. Our culture emphasizes connection, transparency, and community:

• Virtual Coffee Chats & Team Events: Regularly scheduled informal gatherings to build relationships across the organization.
• Inclusive Workplace: Employee resource groups (ERGs) celebrate diversity, foster inclusion, and provide networking opportunities.
• Recognition Programs: “Cooper Climber” awards highlight individuals who demonstrate exceptional service, innovation, or teamwork.
• Well‑Being Initiatives: Access to mental‑health resources, fitness reimbursements, and wellness webinars.
• Technology Enablement: State‑of‑the‑art headset, laptop, and secure VPN setup provided at no cost to you.

Compensation Overview – Transparent and Competitive

The role offers a base hourly rate of $15.00 with eligibility for monthly performance‑based bonuses and incentive rewards. As you progress through the Cooper Climbers pathway, compensation packages evolve to reflect increased responsibility and expertise. In addition to the monetary components, you receive full benefits coverage, paid training, and the satisfaction of contributing to a mission that directly impacts families’ financial stability.

Application Process – Your Next Steps Toward a Rewarding Career

We believe in a straightforward, candidate‑centric hiring experience. To apply:

1. Click the “Apply Now” button below.
2. Complete the brief online questionnaire and upload your resume.
3. Our recruiting team will review your submission within 48 hours.
4. If selected, you’ll receive an invitation to a virtual interview with a hiring manager.
5. Successful candidates will move into a six‑week paid virtual training program, fully equipped with the tools you need to thrive.

Ready to become a champion for homeownership? Join us and help turn dreams into reality—one call at a time.

Equal Opportunity Employment

Mr. Cooper Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or any other protected characteristic. EOE/M/F/D/V.

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