Mortgage Servicing Representative

TEKsystems•Phoenix, AZ

5d•$20 - $21•Onsite

About The Position

The Mortgage Servicing Representative handles inbound and outbound calls from mortgage borrowers. During the first half of the month, the representative takes inbound calls about payments, escrow, and general mortgage servicing questions. During the second half, the representative handles similar inbound calls, with approximately 20% of each day spent using an auto dialer to remind borrowers about payments and ask whether they would like to make a payment by phone. The posting describes these reminders as not collections, while also listing outbound collection activities on accounts less than 30 days past due, which may sometimes include accounts with higher delinquencies. Representatives provide courteous, helpful service to homeowners and address requests including website assistance, escrow, and payoff processing. They may offer eligible homeowners refinancing opportunities through the Originations department, route calls to appropriate internal teams, meet performance expectations, and use the company's proprietary servicing software. The role is contract-to-hire and fully onsite in Phoenix, Arizona. Mandatory training lasts three weeks, Monday through Friday, 8:00 AM to 5:00 PM, and attendance is required every day. Pay is $19.50 per hour, or $20.50 per hour for bilingual candidates.

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 mortgage servicing software.
Reliability, professionalism, and consistent employment tenure; the posting states an ideal of at least one full year in each listed role and excludes candidates with employment gaps greater than one year.
Must attend all days of the three-week onsite training, Monday through Friday, 8:00 AM to 5:00 PM, and sign an attendance contract at offer.
Skills include customer service, customer support, call center work, inbound and outbound calls, financial services, data entry, banking, and finance.

Nice To Haves

Bilingual ability; bilingual candidates are offered the higher stated hourly rate of $20.50.

Responsibilities

Handle inbound borrower calls about payments, escrow, website assistance, payoffs, and general mortgage servicing questions.
Use an auto dialer for payment reminders and ask borrowers whether they want to make a payment by phone.
Perform outbound collection activities on accounts less than 30 days past due, with occasional accounts at higher delinquency levels.
Provide positive, courteous, and helpful service to homeowners.
Offer and refer eligible homeowners to the Originations department for refinancing opportunities.
Identify escalation paths and route calls to the appropriate internal parties.
Meet performance expectations, including quality assurance, first-call resolution, adherence rate, customer satisfaction, and wrap-time metrics.
Use the internal servicing software and contribute recommendations for system improvements.