Mortgage Servicing Representative

TEKsystems•Gilbert, AZ

5d•$20 - $21•Onsite

About The Position

The Mortgage Servicing Representative handles inbound and outbound customer calls regarding mortgage servicing. During the first half of the month, the role focuses on inbound questions about payments, escrow, and general mortgage servicing. During the second half, the representative continues handling similar calls and spends approximately 20% of each day using an auto dialer to remind borrowers about payments and ask whether they would like to pay by phone. The posting describes this as not being a collections role, while also listing outbound collection activities on accounts less than 30 days past due, which may sometimes include accounts with higher delinquencies. The representative engages with Valon customers on requests such as website assistance, escrow, and payoff processing; refers eligible homeowners to the Originations department for refinancing opportunities; follows escalation paths and routes calls to appropriate internal teams; and meets performance expectations. The role also uses an internal servicing software platform and contributes recommendations for the system. Calls are a mix of inbound and outbound, averaging approximately 350 per month, with about 35–40 true right-party contacts per day. Performance is measured on quality assurance, first-call resolution, adherence rate, customer satisfaction (goal above 90%), and wrap time (1–3 minutes). Training is mandatory for three weeks, on site Monday through Friday from 8:00 a.m. to 5:00 p.m.; trainees cannot miss a day and must sign an attendance contract at offer. The position is a contract-to-hire role based in Gilbert, Arizona, and is fully onsite.

Requirements

High school diploma or equivalent.
Two to three years of recent contact center experience handling high volumes of inbound and outbound calls.
Customer service focus and adaptability to different personality types.
Eagerness to learn proprietary servicing software.
Professionalism and reliable employment history; the posting says candidates with employment gaps greater than one year or job hopping will be denied.
References for all positions listed on the resume (RFL).
Must attend all three weeks of onsite training, Monday through Friday, 8:00 a.m. to 5:00 p.m., and sign an attendance contract at offer.

Nice To Haves

Bilingual ability; the posting lists a higher hourly rate for bilingual candidates.

Responsibilities

Handle inbound calls about mortgage payments, escrow, and general servicing questions.
Use an auto dialer to remind borrowers about payments and ask whether they want to make a payment by phone.
Provide courteous, helpful, and positive customer service to homeowners.
Respond to customer requests involving website assistance, escrow, 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 at times include accounts with higher delinquencies.
Follow 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 platform and contribute recommendations for system improvements.