Who is DocMagic

DocMagic is the leading provider of digital solutions for the eMortgage industry, including regulatory compliance, document generation, eSignature, and complete eClosings. DocMagic has been solving the mortgage industry's toughest challenges with innovative technology solutions since 1987. Today, we continue to lead the industry with award-winning proprietary software, mobile apps, and web-based solutions. Recent awards include HousingWire naming DocMagic a 2025 Tech100 winner for the 13th year in a row, recognizing our innovation in digital lending and our impact on the industry, as well as key employees receiving HousingWire Tech Trendsetter and Vanguard awards.

Why Work at DocMagic

At DocMagic, our culture is built on teamwork, innovation, and collaboration, which contribute to our reputation for excellence. We are committed to living these values every day. We offer competitive benefits, including comprehensive health coverage, paid time off, company-paid holidays and a 401K with company matching. We also offer on-site wellness classes, snacks and monthly food trucks. But it is not all about work; we believe in building connections, from team-building activities to our employee gatherings, we love coming together to celebrate. Join us and be a part of a team that values innovation and is committed to shaping the future of work.

Position Summary

The Customer Service Representative is responsible for delivering prompt, efficient, and high-quality support to both internal and external customers. This role requires a solid understanding of DocMagic’s products and services, along with maintaining a positive and professional attitude when handling calls, supporting clients, and collaborating with team members. The Representative is expected to follow departmental policies and procedures while contributing to the company’s overall vision and goals in a fast-paced environment.

Essential Functions

• The Customer Service Representative will maintain a strong working knowledge of DocMagic’s products and services.
• Adhere to internal team policies by remaining logged into the phone queue and maintaining effective communication with team members and other departments as needed.
• Must be well organized, extremely detail orientated, and willing to take ownership of responsibilities.
• Ability to work well under time limits, handle multiple tasks concurrently, and prioritize responsibilities.
• Effectively compose client emails, document call summaries, and provide clear comments on support tickets.
• Demonstrates strong problem-solving skills with the ability to exercise sound judgment and effective decision-making skills.
• Approaches customer interactions with empathy and a strong service mindset while maintaining a calm and professional demeanor at all times.
• Team-oriented and able to collaborate across departments (Tech support, Compliance, Forms Programming)
• Adhere to attendance and time management of shifts, breaks, and lunch.
• Completes daily tasks independently with minimal supervision or assistance.
• Ability to learn new systems quickly

Preferred Qualifications

• Experience using customer service software (Salesforce, Live chat, Slack)
• Familiarity with mortgage loan processes (disclosures, closing, escrow, underwriting)
• Knowledge of mortgage documents and terminology (LE, CD, 1003, title, escrow, conditions)
• Experience using mortgage software platforms (Encompass, Byte, Calyx, DocMagic)

Required Qualifications

• High School diploma
• 1 year of customer service or call center experience
• 2 years of experience working with excel, word, and outlook