Customer Care Representative (Bilingual)
TEKsystems, Phoenix, AZ, United States
Description
Handling both inbound and outbound calls in a fast‑paced call center environment. Consultants will speak with homeowners who are past due on their mortgage, identify the reason for delinquency, and work with them to set up customized payment plans to bring their loan current. They'll also assist inbound callers with general mortgage servicing questions, process payments, and refer eligible customers to refinancing teams when appropriate. Throughout the day, documentation of interactions, meet performance goals, follow compliance standards, and represent the company professionally while delivering a high level of customer service.
Primary Function The Performing Loan Consultant is responsible for providing excellent customer service in a fast‑paced call center. They handle inbound customer service‑related calls and contact homeowners across the country to collect past‑due mortgage payments, identify their issues, and develop practical payment solutions that help them get current.
Principal Duties
Demonstrate positivity, courtesy, and helpfulness when dealing with every homeowner.
Use a blend of manual and automated calling strategies to locate past‑due homeowners, contact them, identify their issues, and set up customized payment strategies.
Develop workable payment solutions that satisfy both our clients/investors and our company.
Handle inbound customer service calls, assist with an assortment of questions from website assistance, escrow to processing payoffs.
Process homeowners' mortgage payments.
Offer and refer eligible homeowners for refinancing opportunities to the Originations department.
Arrive at work on‑time for all shifts; reliable transportation or compliance with remote work policy.
Achieve company performance goals.
Take part in continuous training in company policies/procedures and industry regulations.
Consistently represent the company in a positive and professional manner.
Perform related duties as assigned by supervisor.
Education and Experience Requirements
College degree preferred; high‑school diploma (or equivalent) required.
Over 1 year of collections experience (preferred, but not required).
Knowledge, Skill and Ability Requirements
English and Spanish fluency.
Outstanding negotiation and telephone communication skills.
Familiarity with internet‑based search techniques (including the use of skip‑tracing solutions).
Ability to maintain professional conduct with people of any mood or personality type.
Excellent reasoning and research skills; ability to see the “big picture” and manage the details.
Ability to safeguard confidential customer and company information.
Solid work ethic, high integrity, a positive attitude, and strong attention to detail.
Ability to follow instructions but work with minimal direct supervision.
Excellent keyboard skills.
Proficiency with Microsoft Windows‑based computers and Microsoft Office software (Word, Excel, Outlook, etc.).
Financial, loan, sales, and call center experience is a very nice to have, but not required.
Job Type & Location Contract to Hire position based out of Phoenix, AZ.
Pay and Benefits Pay range: $21.00–$21.00 per hour. Benefits (subject to eligibility and employment classification) may include:
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 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)
Workplace Type Fully onsite position in Phoenix, AZ.
Application Deadline The position is anticipated to close on April 17, 2026.
Equal Opportunity Employer The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
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Primary Function The Performing Loan Consultant is responsible for providing excellent customer service in a fast‑paced call center. They handle inbound customer service‑related calls and contact homeowners across the country to collect past‑due mortgage payments, identify their issues, and develop practical payment solutions that help them get current.
Principal Duties
Demonstrate positivity, courtesy, and helpfulness when dealing with every homeowner.
Use a blend of manual and automated calling strategies to locate past‑due homeowners, contact them, identify their issues, and set up customized payment strategies.
Develop workable payment solutions that satisfy both our clients/investors and our company.
Handle inbound customer service calls, assist with an assortment of questions from website assistance, escrow to processing payoffs.
Process homeowners' mortgage payments.
Offer and refer eligible homeowners for refinancing opportunities to the Originations department.
Arrive at work on‑time for all shifts; reliable transportation or compliance with remote work policy.
Achieve company performance goals.
Take part in continuous training in company policies/procedures and industry regulations.
Consistently represent the company in a positive and professional manner.
Perform related duties as assigned by supervisor.
Education and Experience Requirements
College degree preferred; high‑school diploma (or equivalent) required.
Over 1 year of collections experience (preferred, but not required).
Knowledge, Skill and Ability Requirements
English and Spanish fluency.
Outstanding negotiation and telephone communication skills.
Familiarity with internet‑based search techniques (including the use of skip‑tracing solutions).
Ability to maintain professional conduct with people of any mood or personality type.
Excellent reasoning and research skills; ability to see the “big picture” and manage the details.
Ability to safeguard confidential customer and company information.
Solid work ethic, high integrity, a positive attitude, and strong attention to detail.
Ability to follow instructions but work with minimal direct supervision.
Excellent keyboard skills.
Proficiency with Microsoft Windows‑based computers and Microsoft Office software (Word, Excel, Outlook, etc.).
Financial, loan, sales, and call center experience is a very nice to have, but not required.
Job Type & Location Contract to Hire position based out of Phoenix, AZ.
Pay and Benefits Pay range: $21.00–$21.00 per hour. Benefits (subject to eligibility and employment classification) may include:
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 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)
Workplace Type Fully onsite position in Phoenix, AZ.
Application Deadline The position is anticipated to close on April 17, 2026.
Equal Opportunity Employer The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
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