Mortgage Servicing Specialist

TEKsystems•Tempe, AZ

2d•$20 - $21•Onsite

About The Position

First half of the month will be taking inbound calls from mortgage borrows regarding payment, escrow - general mortgage servicing questions. Second half of the month, will be taking similar calls and about 20% of each day will be spent on an auto dialer reminding borrowers of their payments. Will ask if they want to make the payment via phone. NOT COLLECTIONS. Demonstrate positivity, courtesy, and helpfulness when dealing with every homeowner. Directly engage with Valon customers across a variety of inbound customer requests and inquires, which consist of website assistance, escrow, processing payoffs, Offer and refer eligible homeowners for refinancing opportunities to the Originations department Perform outbound collection activities on accounts less than 30 days past due, but at times may include accounts with much higher delinquencies Understand escalation paths for different types of calls and dynamically route them to appropriate internal parties Meet performance expectations Utilize our internal software platform and become a partner in making system recommendations OTHER DETAILS Will be taking mix of inbound and outbound calls on a dialer. (Monthly average of calls is 350) On average will only have about 35-40 true right party contacts Daily. Metrics held to: QA, 1ST call resolution Adherence Rate C Sat Score (Goal above 90%) Wrap Time: should be 1-3 Mins EXPERIENCE • Call center experience or mortgage servicing experience -

Requirements

Call center experience or mortgage servicing experience
high school diploma or equivalent required
Customer focus and adaptability to different personality types
Eagerness to learn how to use our proprietary servicing software
Experienced Contact Center Representatives with 2-3 years of recent experience in a contact center taking high volumes of inbound & outbound calls
Tenure and professionalism
At least 1 Full Year in each role listed on their resume
Reliability

Nice To Haves

Bilingual

Responsibilities

Taking inbound calls from mortgage borrows regarding payment, escrow - general mortgage servicing questions
Taking similar calls and about 20% of each day will be spent on an auto dialer reminding borrowers of their payments
Ask if they want to make the payment via phone
Demonstrate positivity, courtesy, and helpfulness when dealing with every homeowner
Directly engage with Valon customers across a variety of inbound customer requests and inquires, which consist of website assistance, escrow, processing payoffs
Offer and refer eligible homeowners for refinancing opportunities to the Originations department
Perform outbound collection activities on accounts less than 30 days past due, but at times may include accounts with much higher delinquencies
Understand escalation paths for different types of calls and dynamically route them to appropriate internal parties
Meet performance expectations
Utilize our internal software platform and become a partner in making system recommendations