Resolution Agent

TEKsystems • Phoenix, AZ

3d • $21 - $21 • Onsite

About The Position

We are seeking experienced customer service professionals to join our Client Experience team. This role involves handling inbound and outbound emails, overflow inbound calls, and homeowner inquiries across multiple communication channels. You will play a critical role in ensuring homeowners receive exceptional service and timely resolutions.

Requirements

• Customer Service
• Call Center
• Mortgage Servicing
• Loan Servicing
• Google Suite
• CRM tools (e.g., Zendesk)
• Data Entry
• Strong resolution and de-escalation skills
• 1–2 years of customer service experience
• Mortgage or financial services experience preferred
• Ability to multitask and navigate multiple platforms
• Typing speed: 45 WPM with 90% accuracy
• High school diploma or GED required

Nice To Haves

• Mortgage or financial services experience preferred

Responsibilities

• Respond to homeowner inquiries via email, chat, and phone with urgency and professionalism.
• Conduct research and coordinate with internal teams to resolve issues within SLA timelines.
• Assist homeowners with account, payment, loan transfer, insurance, and escrow-related questions.
• Perform deep-dive research for complex issues (e.g., escrow analysis, misapplied payments).
• Maintain accurate documentation and adhere to department guidelines.
• Collaborate with internal departments for swift resolution of homeowner concerns.

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees