Client Care Specialist

mello Consumer Lending | Plano, Texas Foothill Ranch, California


Position at loanDepot

Welcome to loanDepot 2.0, containing our newest operating unit-mello- to be led by newly appointed President and COO Zeenat Sidi, a fintech veteran with significant P&L leadership, digital transformation, risk management, operations, and strategy experience. Mello will develop innovative digital-first secured and unsecured lending products leveraging our diverse customer engagement channels, extensive performance marketing assets, and proprietary technology stack to deliver a fast and frictionless way for customers to fulfill their financial needs. This new operating unit gives us the flexibility to grow dynamically in new directions within our industry. We warrant a positive culture, promote teamwork & are continuously striving to take care of both our valued borrowers & our extraordinary employees. Come join us!

loanDepot — We are America’s Lender.

Position Summary:

Responsible for interacting with loanDepot customers to provide information and address inquiries related to their loan transaction; may involve some form of complaint, escalation response. Reviews loan file for early disclosure requirements and other items needed for file completion. Strives to resolve all problems and propose a solution.  


  • Proactively maintains a high level of understanding of the loan process in order to efficiently handle borrower inquiries.
  • Reviews borrower inquiries and coordinates a response to the borrower through Chat, Phone,SMS, email or online messaging.
  • Achieves monthly production goals while maintaining quality standards.
  • Provides exceptional customer service both verbally and written.
  • Assists sales and operations department with various borrower contact touch points.
  • Plays a pivotal role in supporting Operations leadership; assists in handling day to day customer contacts through chat, online messaging, email, sms and phone.
  • Performs other duties and projects as assigned.


  • 2+ years of experience working in a customer support role in a call center environment.
  • Complaint resolution experience required.
  • Mortgage industry experience highly preferred.
  • Demonstrates knowledge of, adherence to, monitoring and responsibility for compliance with state and federal regulations and laws as they pertain to this position.
  • Intermediate skills in computer terminal and personal computer operation; Microsoft Office applications including but not limited to: Word, Excel, PowerPoint and Outlook.
  • In office opportunity in Plano, TX or Foothill Ranch, CA. Hybrid model may be an option after 90 days based on performance.
  • Effective organizational and time management skills.
  • Exceptional verbal, written and interpersonal communication skills.
  • High School diploma or equivalent required.

Why work for #teamloanDepot:

  • Competitive compensation and 401K with robust company match.
  • Inclusive, diverse and collaborative culture where people from all backgrounds can thrive
  • Work with other passionate, purposeful and customer-centric people
  • Extensive internal growth and professional development opportunities including tuition reimbursement
  • Comprehensive benefits package including Medical/Dental/Vision
  • Wellness program to support both mental and physical health
  • Generous paid time off for both exempt and non-exempt positions

About loanDepot: 

Founded in 2010 by mortgage industry innovator Anthony Hsieh, our company is focused on creating a straightforward mortgage experience that meets—and exceeds—your expectations.

Our company’s growth reflects the success of our customer-centric approach. In our first decade alone, we’ve grown to become the nation’s fifth largest retail mortgage lender and the second largest nonbank retail originator, funding more than $275 billion since inception. Today, our nationwide team of 10,000-plus members assists more than 27,000 customers each month.

We are proud equal opportunity employers and committed to providing an inclusive environment based on mutual respect for all candidates and team members. Employment decisions, including hiring decisions, are not based on race, color, religion, national origin, sex, physical or mental disability, sexual orientation, gender identity or expression, age, military or veteran status or any other characteristic protected by state or federal law. We also provide reasonable accommodations to qualified individuals with disabilities in accordance with state and federal law.