Customer Service Representative

TEKsystems • Jacksonville, FL

5d • $19 - $19 • Onsite

About The Position

We are seeking experienced Contact Center Representatives to join our growing team. This position involves a mix of inbound and outbound calls, supporting homeowners with mortgage servicing questions and payment reminders. This is not a collections role—our focus is on providing courteous, helpful, and professional service.

Requirements

• 2–3 years of recent contact center experience (high-volume inbound/outbound calls).
• Mortgage servicing experience preferred.
• High school diploma or equivalent required.
• Strong customer focus, adaptability, and professionalism.
• Reliable work history (no significant gaps or frequent job changes).
• Bilingual (English/Spanish) candidates strongly encouraged.

Nice To Haves

• Mortgage servicing experience preferred.
• Bilingual (English/Spanish) candidates strongly encouraged.

Responsibilities

• Handle inbound calls regarding mortgage payments, escrow, and general servicing inquiries.
• Conduct outbound reminder calls using an auto dialer (approx. 20% of daily activity).
• Assist customers with website navigation, documentation, and payoff processing.
• Refer eligible homeowners to refinancing opportunities.
• Follow escalation procedures and route calls appropriately.
• Meet performance metrics including QA, first-call resolution, adherence, customer satisfaction (goal 90%+), and wrap time (1–3 minutes).

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