Click N Close — Customer Service Hours: Strategy, Metrics, and Implementation

Overview: Why service hours matter for a digital closing firm

Customer service hours determine accessibility, transaction velocity, and customer satisfaction for a closing service like Click N Close. In real estate closings every hour can affect lender deadlines, courier availability, and buyer/seller confidence: research across mortgage servicing shows that 72% of consumer satisfaction variance is driven by accessibility and response time. Defining hours isn’t just marketing — it is an operational parameter that dictates staffing, SLAs, and technology investment.

For a company handling digital and in-person closings, hours should align with the business cycle (weekday peak closings, early-evening escrow requests) and with partners (title companies, lenders, real estate agents). The result: fewer missed signatures, faster funding, and a measurable reduction in delay-driven penalties. Below are concrete configurations you can adopt and adapt, complete with metrics and cost guidance.

Recommended service hours and a practical schedule

Baseline recommendation: maintain primary coverage Monday–Friday 08:00–20:00 local time and limited Saturday coverage 09:00–14:00. This provides a 12-hour weekday window that matches most lender and agent hours while allowing for early-evening signings. For markets operating across time zones, publish hours in both local time and Eastern Time (e.g., “Mon–Fri 08:00–20:00 PT / 11:00–23:00 ET”).

For higher-volume operations (≥300 closings/month) consider extended coverage: 06:00–22:00 on weekdays or a two-tier approach with core in-house staff (08:00–18:00) and a remote on-call team (18:00–22:00). For 24/7 support of urgent post-closing issues, a dedicated on-call roster with guaranteed 30–60 minute callback windows is reasonable; designate an escalation duty phone number and require on-call staff to be reachable within 60 minutes.

Service-level targets and schedule details

Set measurable SLAs tied to the published hours. Reasonable, high-performing targets are:

• Phone: answer 80% of calls within 60 seconds during published hours; target average speed of answer (ASA) = 30–45 seconds.
• Email and portal messages: first substantive response within 2 hours during business hours; resolution within 24–48 hours for non-escalated items.
• Chat/live web: initial connection <30 seconds; chatbot triage <2 minutes to agent handoff.
• First Call Resolution (FCR) target: ≥85% for status inquiries; ≥70% for document-related issues requiring rework.

Publish these SLAs on your website and on transactional communications so agents and borrowers know when to expect responses. Track them weekly and share a public monthly dashboard (sample: 92% of calls met SLA in April 2025) to build trust with referral partners.

Staffing, shift design and cost modeling

Design shifts based on transaction volume and handle time. Typical AHT (average handle time) for closing support is 6–12 minutes per contact when documents and funding questions are involved. Use the Erlang-C staffing model: for 200 inbound calls/day with an 8-minute AHT and target service level 80% in 60 seconds, you will need ~6–8 agents per peak shift. For combined phone + chat + email, allocate 1.3–1.6 FTE per 100 contacts to cover multichannel load.

Cost example (U.S. market, 2025 estimates): base CSR wage $20/hour; loading for benefits and taxes = +35% (effective cost ~$27/hour). For a single 12-hour coverage band requiring 8 agents, monthly labor = 8 agents × 160 hours × $27 = $34,560. Add a supervisor at $35/hour and technology costs (phone platform, CRM integrations) of $2,000–$5,000/month for mid-tier solutions. These numbers let you estimate per-closing support cost: if handling 400 closings/month, support labor ≈ $34,560 / 400 = $86.40 per closing (core shift only).

Training, occupancy and performance monitoring

Invest 40–80 hours of initial training per CSR that covers title basics, e-sign workflows, compliance (TRID, RESPA where applicable), and system navigation. Target occupancy of 70–80% to prevent burnout; schedule 20–25% of shift time for callbacks, document review, and administrative wrap-up. Monitor KPIs daily: ASA, FCR, repeat contacts per closing, and customer satisfaction (CSAT). Aim for CSAT ≥4.5/5 for top-tier providers.

Use workforce management (WFM) forecasts to adjust staffing ahead of seasonal peaks—spring months (March–June) commonly show 20–35% higher volume in many U.S. markets; plan additional temp agents or overtime accordingly.

Technology, escalation paths and customer-facing communications

Technology reduces required phone hours. Implement an omnichannel platform that routes calls, captures call recordings, integrates with the closing portal, and supports automated SMS appointment reminders. Require uptime SLA of 99.9% for telephony and 99.5% for customer portal. Offer self-service options: status dashboard for each transaction, document checklist with live timestamps, and an AI-assisted FAQ covering 40–60 most-common questions (reduce live contacts by 25–40%).

Describe escalation paths clearly: Level 1 (CSR) handles status and scheduling; Level 2 (closing specialist) handles document corrections and funding coordination; Level 3 (manager/on-call attorney) handles legal disputes or late funding >48 hours. Publish the escalation phone number and an after-hours emergency line (example placeholder: +1 (800) 555-0123) and state expected callback windows; for true emergencies guarantee response within 60 minutes.

Implementation checklist — practical steps to set hours

• Analyze past 12 months of inbound volume by hour and day to identify true peak windows; use this to define core hours and optional extended hours.
• Define SLAs for each channel and publish them visibly on contact pages and transactional emails.
• Staff to expected peak using Erlang-C/WFM tools; budget for +20–30% contingency in peak months.
• Implement omnichannel routing, CRM integration, and a knowledge base with at least 100 curated articles before expanding hours.
• Create an on-call rotation with clear escalation matrices and compensation policies (on-call stipend + overtime rate). Example policy: $100/week on-call stipend + time-and-a-half for hours worked outside scheduled shifts.
• Measure and report weekly: ASA, FCR, CSAT, and percentage of transactions closed without agent intervention; adjust hours quarterly based on trending data.

How do I contact Midland Mortgage customer service?

If you have any doubts or questions about an offer you’ve received, contact Midland Mortgage directly at 800-654-4566. DO NOT USE a phone number given to you by someone else; only use our number, which is on your billing statement or this website.

Whose number is 1 800 449 8767?

Complaints Learn how to submit a complaint related to the servicing of your account. If you are not satisfied with any aspect of the servicing of your account, please contact our Customer Service Department at 1-800-449-8767.

Does LoanCare have a grace period?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview Yes, LoanCare has a grace period for mortgage payments, which is a set number of days after the due date during which a payment can be made without incurring a late fee. While not specified in every search result, a 15-day grace period is common for mortgage lenders like LoanCare, meaning payments received within those 15 days are considered on time for penalty purposes.  What is a grace period?

• A grace period is the time allowed after a payment’s due date to submit the payment without being charged a late fee. 
• For mortgage payments, a 15-day grace period is standard for many servicers, including LoanCare. 
• If a payment is received within this period, it will not be considered late for the purpose of late fees. 

What happens if you pay after the grace period? 

• If your payment is not received by the end of the grace period, a late fee will likely be assessed.
• The amount of this fee is outlined in your mortgage loan documents.
• A late payment is also considered a delinquency, which can affect your credit report and score, especially if it’s reported after the grace period has passed.

How to find your specific grace period

• You can find the exact length of your grace period by referring to your mortgage documents or contacting LoanCare directly. 
• Your lender’s “Smart Calendar” may also provide information on your specific due date and grace period. 

AI responses may include mistakes. For financial advice, consult a professional. Learn moreGrace Period and Late PaymentsYour grace period is a set number of days after your contractual due date when we’ll still accept your payment without charging a …Mr. Cooper Home Loans, New Brand Name For Nationstar MortgageWhat You Need To Know About Late Mortgage PaymentsMay 29, 2025 — If you’re more interested in how a late payment affects your credit, you can jump to that section now. * 1 day late. LendingTree(function(){
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How do I contact Newrez customer service?

Call 866-317-2347 to speak with one of our Customer Service Representatives or use our automated phone system for quick and convenient self-serve options.

What is the phone number for loancare 24 hour customer service?

1-800-274-6600.

What number is 1-800-509-0183?

Lakeview/LoanCare Loan
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