Mortgage Customer Service Representative
TEKsystems, Inc., Arizona City, AZ, United States
Description
First half of the month will be taking inbound calls from mortgage borrowers regarding payment, escrow, and 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. The agent will ask if borrowers 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 may include accounts with 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 a 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, first call resolution, adherence rate, CSAT score (goal above 90%), wrap time: should be 1-3 minutes.
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
No job hoppers or large employment gaps.
Must have RFL for all positions.
High school diploma or equivalent required.
Customer focus and adaptability to different personality types.
Eagerness to learn how to use proprietary servicing software.
2-3 years of recent experience in a contact center taking high volumes of inbound and outbound calls.
Tenure and professionalism are essential; no employment gaps greater than one year.
Reliability is a must; we have observed heavy attrition with job gaps.
Training (mandatory, cannot miss a day). Must sign attendance contract at offer.
Training will be three weeks on site, Monday to Friday, 9 AM to 6 PM.
Locations: Phoenix, shifts 9 AM–6 PM (or 8 AM–5 PM during daylight savings).
Pay will be $19.50 / hour or $20.50 / hour if bilingual.
Experience Level Entry Level
Job Type & Location Contract to hire position based out of Mesa, AZ.
Pay and Benefits Pay range: $19.50–$20.50 per hour.
Medical, dental, and vision
Critical Illness, Accident, and Hospital
401(k) retirement plan – pre‑tax and Roth options
Life insurance (voluntary and 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 Mesa, AZ.
Application Deadline This position is anticipated to close on April 30, 2026.
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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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
No job hoppers or large employment gaps.
Must have RFL for all positions.
High school diploma or equivalent required.
Customer focus and adaptability to different personality types.
Eagerness to learn how to use proprietary servicing software.
2-3 years of recent experience in a contact center taking high volumes of inbound and outbound calls.
Tenure and professionalism are essential; no employment gaps greater than one year.
Reliability is a must; we have observed heavy attrition with job gaps.
Training (mandatory, cannot miss a day). Must sign attendance contract at offer.
Training will be three weeks on site, Monday to Friday, 9 AM to 6 PM.
Locations: Phoenix, shifts 9 AM–6 PM (or 8 AM–5 PM during daylight savings).
Pay will be $19.50 / hour or $20.50 / hour if bilingual.
Experience Level Entry Level
Job Type & Location Contract to hire position based out of Mesa, AZ.
Pay and Benefits Pay range: $19.50–$20.50 per hour.
Medical, dental, and vision
Critical Illness, Accident, and Hospital
401(k) retirement plan – pre‑tax and Roth options
Life insurance (voluntary and 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 Mesa, AZ.
Application Deadline This position is anticipated to close on April 30, 2026.
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.
#J-18808-Ljbffr