Phoenix Staffing
Contact Center Representative
First half of the month will be taking inbound calls from mortgage borrowers 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 inquiries, 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. 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 - Skills Customer service, Call center, Mortgage, Loans, financial services, Mortgage Servicing, loan servicing, inbound and outbound calls, Data entry, Customer support, Finance, Banking, Closing, Bilingual Top Skills Details: Customer service, Call center, Mortgage, Loans, financial services, Mortgage Servicing, loan servicing, inbound and outbound calls Additional Skills & Qualifications: Customer focus and adaptability to different personality types. Eagerness to learn how to use our proprietary servicing software. No job hoppers, or large employment gaps. Must have RFL for all positions. High school diploma or equivalent required. We are seeking 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 is our main focus when reviewing candidates. (We will deny all job hoppers or employment gaps greater than one year.) Reliability is a must as we have noticed heavy attrition with folks with job gaps and bad tenure. *PLEASE READ* Training (Mandatory Cannot miss a day). Must sign attendance contract at offer. Training will be 3 weeks on site Mon-Friday 9AM- 6PM. These will all be in the Phoenix location and will be for the 9-6PM shift, which moves to 8-5PM when daylight savings time ends. Pay will be $19.50/hr or $20.50 if they are bilingual only. We would like to conduct IN PERSON INTERVIEWs the week of the 29th and have all offers made by 1/2. We will only be closed on 1/1, but all other days that week will be open for interviews. This is a Contract to Hire position based out of Phoenix, AZ. The pay range for this position is $19.50 - $20.50/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision; Critical Illness, Accident, and Hospital; 401(k) Retirement Plan
Pre-tax and Roth post-tax contributions available; Life Insurance (Voluntary Life & AD&D for the employee and dependents); Short and long-term disability; Health Spending Account (HSA); Transportation benefits; Employee Assistance Program; Time Off/Leave (PTO, Vacation or Sick Leave). This is a fully onsite position in Phoenix,AZ. Application deadline is anticipated to close on Jan 7, 2026.
First half of the month will be taking inbound calls from mortgage borrowers 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 inquiries, 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. 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 - Skills Customer service, Call center, Mortgage, Loans, financial services, Mortgage Servicing, loan servicing, inbound and outbound calls, Data entry, Customer support, Finance, Banking, Closing, Bilingual Top Skills Details: Customer service, Call center, Mortgage, Loans, financial services, Mortgage Servicing, loan servicing, inbound and outbound calls Additional Skills & Qualifications: Customer focus and adaptability to different personality types. Eagerness to learn how to use our proprietary servicing software. No job hoppers, or large employment gaps. Must have RFL for all positions. High school diploma or equivalent required. We are seeking 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 is our main focus when reviewing candidates. (We will deny all job hoppers or employment gaps greater than one year.) Reliability is a must as we have noticed heavy attrition with folks with job gaps and bad tenure. *PLEASE READ* Training (Mandatory Cannot miss a day). Must sign attendance contract at offer. Training will be 3 weeks on site Mon-Friday 9AM- 6PM. These will all be in the Phoenix location and will be for the 9-6PM shift, which moves to 8-5PM when daylight savings time ends. Pay will be $19.50/hr or $20.50 if they are bilingual only. We would like to conduct IN PERSON INTERVIEWs the week of the 29th and have all offers made by 1/2. We will only be closed on 1/1, but all other days that week will be open for interviews. This is a Contract to Hire position based out of Phoenix, AZ. The pay range for this position is $19.50 - $20.50/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision; Critical Illness, Accident, and Hospital; 401(k) Retirement Plan
Pre-tax and Roth post-tax contributions available; Life Insurance (Voluntary Life & AD&D for the employee and dependents); Short and long-term disability; Health Spending Account (HSA); Transportation benefits; Employee Assistance Program; Time Off/Leave (PTO, Vacation or Sick Leave). This is a fully onsite position in Phoenix,AZ. Application deadline is anticipated to close on Jan 7, 2026.