Mortgage Customer Service Representative
TEKsystems, Tempe, AZ, United States
Job Overview
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 include similar calls and about 20% of each day will be spent on an auto‑dialer reminding borrowers of their payments. Demonstrate positivity, courtesy, and helpfulness when dealing with every homeowner.
Responsibilities
Directly engage with Valon customers across a variety of inbound requests and inquiries, such as website assistance and escrow matters.
Process 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, and at times 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 and metrics, held to QA, 1st‑call resolution, adherence rate, customer satisfaction score (goal above 90%) and wrap time (1–3 minutes).
Utilize our internal software platform and become a partner in making system recommendations.
Qualifications
Call center experience or mortgage servicing experience.
2–3 years of recent experience in a contact center handling high volumes of inbound and outbound calls.
High school diploma or equivalent required.
Customer focus and adaptability to different personality types.
Eagerness to learn how to use proprietary servicing software.
Attention recruiters: no job hoppers or large employment gaps; must have RFL for all positions.
Reliability and at least one full year of tenure in each listed role on the resume.
Training and Compensation Training is mandatory and cannot be missed; must sign an attendance contract upon offer.
Training will be 3 weeks onsite, Mon‑Fri 9 AM–6 PM (Phoenix location). Shift schedule is 9–6 PM, moving to 8–5 PM after daylight‑saving time ends.
Pay: $19.50 / hr or $20.50 / hr if bilingual.
Benefits (for eligible employees)
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)
Employment Details Contract to Hire position based out of Tempe, AZ, fully onsite.
EEO Statement 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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Responsibilities
Directly engage with Valon customers across a variety of inbound requests and inquiries, such as website assistance and escrow matters.
Process 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, and at times 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 and metrics, held to QA, 1st‑call resolution, adherence rate, customer satisfaction score (goal above 90%) and wrap time (1–3 minutes).
Utilize our internal software platform and become a partner in making system recommendations.
Qualifications
Call center experience or mortgage servicing experience.
2–3 years of recent experience in a contact center handling high volumes of inbound and outbound calls.
High school diploma or equivalent required.
Customer focus and adaptability to different personality types.
Eagerness to learn how to use proprietary servicing software.
Attention recruiters: no job hoppers or large employment gaps; must have RFL for all positions.
Reliability and at least one full year of tenure in each listed role on the resume.
Training and Compensation Training is mandatory and cannot be missed; must sign an attendance contract upon offer.
Training will be 3 weeks onsite, Mon‑Fri 9 AM–6 PM (Phoenix location). Shift schedule is 9–6 PM, moving to 8–5 PM after daylight‑saving time ends.
Pay: $19.50 / hr or $20.50 / hr if bilingual.
Benefits (for eligible employees)
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)
Employment Details Contract to Hire position based out of Tempe, AZ, fully onsite.
EEO Statement 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