Remote Customer Service Associate I – Mortgage Support, Inbound/Outbound Call Center, Homeownership Advocacy (Longview, TX)

Job Overview

arenaflex is on a mission to keep the dream of homeownership alive for millions of families across the United States. As a leading provider of mortgage servicing solutions, arenaflex relies on compassionate, detail‑oriented professionals who can translate complex loan information into clear, actionable guidance for our customers. This remote, full‑time position is based out of our Longview, Texas hub, but you will work from the comfort of your own home while supporting borrowers during critical moments in their mortgage journey.

Why Join arenaflex?

At arenaflex we believe that a relaxed, casual work environment fuels creativity and empathy. Our culture blends professionalism with a genuine “people‑first” mindset, encouraging every team member to volunteer, innovate, and challenge the status quo when it benefits our customers or colleagues. When you join arenaflex you become part of a purpose‑driven community that celebrates both personal and professional growth.

Core Benefits & Perks

• Homeownership Assistance Programs: Access to arenaflex’s mortgage loan program and down‑payment assistance initiatives.
• Student Debt Repayment: A structured repayment plan to help you reduce educational debt.
• Tuition Reimbursement: Financial support for continued education and certifications.
• Paid Time Off & Holidays: Generous PTO accruals and paid holidays to maintain work‑life balance.
• Health, Dental, Vision: Market‑based insurance options with flexible spending accounts for eligible childcare expenses.
• Career Pathways: arenaflex Climbers – an internal development program that maps clear advancement routes within the organization.
• Performance Bonuses: Monthly incentive rewards tied to key performance metrics.
• Remote Work Essentials: Company‑provided equipment, a six‑week paid virtual training curriculum, and ongoing technical support.

Key Responsibilities

In this role you will be the primary voice that borrowers hear when they need assistance with their mortgage payments, escrow items, or general loan information. Your day‑to‑day activities will include:

• Managing a high‑volume call flow of 40‑50 inbound and outbound (dialer) interactions per shift.
• Providing clear, empathetic explanations of payment options, escrow balances, and loan terms.
• Guiding customers through arenaflex’s digital tools, including Paperless statements, the Mobile App, web portal, and Interactive Voice Response (IVR) system.
• Identifying borrowers who are 30 days or less past due and delivering proactive solutions to bring accounts current.
• Documenting each interaction accurately in the CRM system to ensure compliance and continuity of service.
• Collaborating with internal teams—collections, loss mitigation, and underwriting—to resolve complex inquiries.
• Participating in daily huddles, performance reviews, and continuous‑improvement workshops.
• Adhering to all regulatory guidelines, including RESPA, TILA, and Fair Lending standards.

Essential Qualifications

• Minimum of six months of proven customer service experience, preferably in a financial services environment.
• At least six months of call‑center experience, demonstrating the ability to handle high‑volume, fast‑paced interactions.
• Excellent verbal communication skills with a clear, friendly, and professional telephone demeanor.
• Strong problem‑solving abilities and a knack for turning challenging situations into positive outcomes.
• Basic proficiency with computer applications, including Microsoft Office, web browsers, and CRM platforms.
• Reliable high‑speed internet connection and a quiet, distraction‑free workspace.
• Residency within a 60‑mile radius of the Longview, TX office for occasional in‑person training or events.

Preferred Qualifications & Additional Skills

• Previous experience in mortgage servicing, loan origination, or real‑estate finance.
• Familiarity with arenaflex’s proprietary loan servicing software or similar platforms.
• Certification in Customer Service Excellence (e.g., HDI, CCSP) or related fields.
• Demonstrated ability to meet or exceed performance metrics such as Average Handle Time (AHT), First Call Resolution (FCR), and Net Promoter Score (NPS).
• Multilingual capabilities, especially Spanish, to serve a diverse borrower base.
• Experience with virtual training environments and remote collaboration tools (e.g., Zoom, Teams, Slack).

Skills & Competencies for Success

• Empathy & Active Listening: Ability to understand borrower concerns and respond with genuine care.
• Attention to Detail: Accurate data entry and meticulous documentation to maintain compliance.
• Time Management: Efficiently juggle multiple calls while adhering to schedule constraints.
• Adaptability: Thrive in a dynamic environment where policies and procedures evolve.
• Team Collaboration: Work seamlessly with cross‑functional partners to resolve escalated issues.
• Technology Savvy: Quickly learn new software tools and troubleshoot basic technical problems.

Career Growth & Learning Opportunities

arenaflex invests heavily in employee development. As a Customer Service Associate I, you will have access to:

• Structured mentorship through the arenaflex Climbers program, pairing you with senior leaders who guide your career trajectory.
• Regular workshops on advanced mortgage concepts, regulatory updates, and soft‑skill enhancement.
• Opportunities to transition into specialized roles such as Loss Mitigation Specialist, Collections Analyst, or Training Coordinator after demonstrating mastery of core competencies.
• Eligibility for tuition reimbursement to pursue certifications like Certified Mortgage Servicer (CMS) or Certified Customer Service Professional (CCSP).
• Internal job boards that prioritize internal candidates for open positions across the organization.

Work Environment & Culture at arenaflex

Our remote workforce enjoys a flexible schedule that aligns with business hours while still offering the autonomy to manage personal commitments. arenaflex promotes a culture of inclusion, where every voice is heard and diversity is celebrated. Regular virtual town halls, employee resource groups, and community service initiatives foster a sense of belonging and purpose.

Day‑to‑Day Experience

Imagine starting your shift with a quick coffee, logging into the arenaflex virtual workspace, and joining a brief team huddle where goals for the day are shared. You’ll then dive into a steady stream of calls, each presenting a unique opportunity to help a homeowner stay on track with their mortgage. Between calls, you’ll have short breaks to review policy updates, participate in micro‑learning modules, or chat with colleagues in our digital lounge.

Compensation, Perks & Additional Details

• Hourly Rate: $15.00 per hour, competitive within the industry.
• Incentive Structure: Eligibility for monthly bonus and performance‑based rewards.
• Training Commitment: Six‑week paid virtual training program with all necessary equipment supplied.
• Attendance Requirement: Mandatory attendance for the first 90 days of training to ensure mastery of core processes.
• Operating Hours: Monday‑Thursday 7 am – 8 pm; Friday 7 am – 7 pm; Saturday 8 am – 12 pm. Post‑training schedules will align with these windows.
• Location Flexibility: While the role is remote, you must reside within a 60‑mile radius of the Longview office for occasional in‑person events.

Equal Opportunity Employment

arenaflex 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, protected veteran status, or any other characteristic protected by law.

How to Apply

If you are ready to make a tangible difference in the lives of homeowners and grow your career within a supportive, forward‑thinking organization, we encourage you to submit your application today. Click the link below to begin the process, and join a team that truly believes in keeping the dream of homeownership alive.

Apply Job!

Conclusion

At arenaflex, your voice matters. By joining our Remote Customer Service team, you will empower borrowers, safeguard their financial futures, and become an integral part of a company that values integrity, innovation, and community. Take the next step toward a rewarding career—apply now and help us turn the dream of homeownership into a lasting reality.