Overview
Customer Care Analyst Jobs in Irvine, CA at West Capital Lending
Title: Customer Care Analyst
Company: West Capital Lending
Location: Irvine, CA
This role is responsible for engaging with potential borrowers who are exploring home purchase or refinance options. This role serves as the first point of contact for prospects, conducting high-volume outreach, qualifying leads, and connecting interested borrowers with licensed Loan Officers. The ideal candidate is energetic, resilient, and thrives in a fast-paced, metrics-driven environment.
Key Responsibilities:
Customer Support
- Respond to customer inquiries via phone and email regarding mortgage applications, loan terms, and general account questions
- Provide clear, accurate information while maintaining a professional and empathetic tone
Issue Resolution
- Troubleshoot loan-level issues and provide timely solutions
- De-escalate customer concerns and coordinate with Loan Officers, Processors, Underwriting, and other internal departments to ensure resolution
Data Analysis & Continuous Improvement
- Analyze customer interaction trends to identify common issues and opportunities for improvement
- Provide feedback and recommendations to enhance service processes, efficiency, and customer satisfaction
Process Management
- Manage multiple customer cases simultaneously
- Track requests, follow up proactively, and ensure timely completion of tasks within established Service Level Agreements (SLAs)
Compliance
- Ensure all customer interactions, documentation, and processes adhere to company policies, federal and state regulations, and mortgage industry standards
Qualifications:
Experience
- Previous experience in mortgage customer service, loan processing, or a related financial services role preferred
Skills
- Excellent verbal and written communication skills
- Strong problem-solving abilities and attention to detail
- High level of empathy, patience, and professionalism
- Strong organizational and time-management skills
Knowledge
- Understanding of mortgage terminology and basic knowledge of loan origination, processing, and compliance requirements
Technical
- Proficiency in Microsoft Excel strongly preferred
