Mortgage Servicing Representative

TEKsystems•Tempe, AZ

5d•$20 - $21•Onsite

About The Position

The Mortgage Servicing Representative handles inbound and outbound customer calls about mortgage servicing. During the first half of the month, the representative primarily takes inbound calls about payments, escrow, and general servicing questions. During the second half, the representative continues handling similar calls, with about 20% of each day spent on an auto dialer reminding borrowers about payments and asking whether they would like to make a payment by phone. The posting says this work is not collections, while also describing outbound collection activities on accounts less than 30 days past due, sometimes including more delinquent accounts. The representative engages Valon customers on requests such as website assistance, escrow questions, and payoff processing; offers and refers eligible homeowners to the Originations department for refinancing; follows escalation paths and routes calls to appropriate internal teams; and meets performance expectations. Representatives use internal servicing software and are expected to contribute recommendations for system improvements. The role averages 350 calls per month and approximately 35–40 true right-party contacts per day. Performance metrics include quality assurance, first-call resolution, adherence rate, customer satisfaction (goal above 90%), and a wrap time of 1–3 minutes. This is a contract-to-hire position based in Tempe, Arizona, and is fully onsite. Mandatory training lasts three weeks, Monday through Friday, 8:00 a.m.–5:00 p.m., onsite; candidates must not miss a training day and must sign an attendance contract at offer. Pay is $19.50 per hour, or $20.50 per hour for bilingual candidates. The anticipated application deadline is October 14, 2026.

Requirements

High school diploma or equivalent required.
2–3 years of recent contact center experience handling high volumes of inbound and outbound calls.
Customer focus and adaptability to different personality types.
Eagerness to learn proprietary servicing software.
Reliability and professional work history; the posting states that candidates with employment gaps greater than one year or frequent job changes will be denied.
Provide reason for leaving (RFL) for all positions, as requested in the posting.
Attend all three weeks of mandatory onsite training, Monday through Friday, 8:00 a.m.–5:00 p.m., and sign an attendance contract at offer.

Nice To Haves

Bilingual ability, which qualifies for the higher listed pay rate of $20.50 per hour.

Responsibilities

Handle inbound calls about mortgage payments, escrow, and general servicing questions.
Handle outbound calls using an auto dialer to remind borrowers about payments and ask whether they want to make a payment by phone.
Assist customers with website questions, escrow matters, and payoff processing.
Offer and refer eligible homeowners to the Originations department for refinancing opportunities.
Perform outbound collection activities on accounts less than 30 days past due, which may sometimes include accounts with higher delinquencies.
Identify escalation paths and route calls to appropriate internal parties.
Meet performance expectations for quality assurance, first-call resolution, adherence, customer satisfaction, and wrap time.
Use the internal servicing software and make recommendations for system improvements.
Demonstrate positivity, courtesy, and helpfulness when interacting with homeowners.