Customer Service Representative

TEKsystems•Phoenix, AZ

3d•Onsite

About The Position

We are seeking reliable, customer‑focused Contact Center Representatives to support homeowners with mortgage servicing needs. This role is not collections and focuses on delivering a positive, professional experience while assisting borrowers with payments, escrow questions, and general account inquiries. You’ll handle a blend of inbound and outbound calls using a dialer and work closely with internal teams to ensure first‑call resolution and high customer satisfaction.

Requirements

2–3 years of recent contact center or mortgage servicing experience
Experience handling high volumes of inbound and outbound calls
Strong customer service and communication skills
Comfort working with financial or loan‑related information
Data entry and basic system navigation skills
High school diploma or equivalent
Strong tenure and reliability (minimum 1 year per role; no significant employment gaps over 1 year)
Customer-focused mindset and adaptability to different personality types
Willingness to learn proprietary servicing software
Dependable attendance and professionalism
Mandatory 3‑week on‑site training
Attendance contract required (cannot miss any training days)

Nice To Haves

Mortgage or loan servicing experience
Financial services or banking background
Bilingual (Spanish/English)

Responsibilities

Handle inbound calls from homeowners regarding mortgage payments, escrow, website assistance, and general servicing questions.
Continue inbound servicing calls.
Spend 20% of each day making outbound reminder calls using an auto‑dialer.
Ask customers if they would like to make a payment by phone (not collections).
Demonstrate positivity, courtesy, and professionalism with every homeowner.
Offer and refer eligible customers to refinancing opportunities through the Originations team.
Perform limited outbound delinquency follow‑ups (typically less than 30 days past due).
Understand escalation paths and route calls appropriately.
Meet performance metrics and quality standards.
Utilize and provide feedback on internal servicing systems.