Mortgage Servicing Representative

TEKsystems • Mesa, AZ

5d • $20 - $21 • Onsite

About The Position

The Mortgage Servicing Representative handles inbound and outbound customer calls related to mortgage servicing. During the first half of each month, the representative primarily takes inbound calls about payments, escrow, and general mortgage servicing. During the second half, the representative handles similar calls, with approximately 20% of each day spent using an autodialer to remind borrowers about payments and ask whether they would like to pay by phone. The posting states that this is not a collections role, while also describing outbound collection activity on accounts less than 30 days past due, which may occasionally include more delinquent accounts.

The representative assists Valon customers with website questions, escrow, payoff processing, and other requests; refers eligible homeowners to the Originations department for refinancing opportunities; and routes escalated calls to appropriate internal teams. The position requires a courteous, positive, and helpful approach, use of internal servicing software, and meeting performance targets including quality assurance, first-call resolution, adherence, customer satisfaction, and wrap time. The role is contract-to-hire and fully onsite in Mesa, Arizona. Mandatory training lasts three weeks, Monday through Friday, 8:00 a.m. to 5:00 p.m., onsite, and candidates must not miss a training day and must sign an attendance contract at offer.

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.
• Professionalism and reliable employment tenure; the posting emphasizes at least one full year in each listed role and says candidates with employment gaps greater than one year or job hopping will be denied.
• Must attend all days of the three-week 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; bilingual employees are listed at the higher hourly pay rate.
• Experience with customer service, customer support, call centers, inbound and outbound calls, financial services, data entry, banking, or finance.

Responsibilities

• Handle inbound calls about mortgage payments, escrow, website assistance, payoffs, and general servicing questions.
• Handle outbound calls using an autodialer to remind borrowers about payments and ask whether they want to make a payment by phone.
• Perform outbound collection activities on accounts less than 30 days past due, which may occasionally include more delinquent accounts.
• Refer eligible homeowners to the Originations department for refinancing opportunities.
• 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 software platform and contribute recommendations for system improvements.
• Treat homeowners with positivity, courtesy, and helpfulness.

Benefits

• Medical, dental, and vision coverage, subject to eligibility.
• Critical illness, accident, and hospital coverage, subject to eligibility.
• 401(k) retirement plan with pre-tax and Roth post-tax contribution options, subject to eligibility.
• Voluntary life and AD&D insurance for employees and dependents, subject to eligibility.
• Short- and long-term disability coverage, subject to eligibility.
• Health Spending Account (HSA), subject to eligibility.
• Transportation benefits, subject to eligibility.
• Employee Assistance Program, subject to eligibility.
• Time off or leave, which may include PTO, vacation, or sick leave, subject to eligibility.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED