Mortgage Customer Service Representative
TEKsystems, Phoenix, AZ, United States
Description
First half of the month will handle inbound calls from mortgage borrowers regarding payment, escrow, and general mortgage servicing questions. The second half of the month will continue with inbound calls and spend about 20% of each day on an auto‑dialer reminding borrowers of their payments. Agent will ask if they would like to make a payment via phone. This role is not a collections position.
Agent will demonstrate positivity, courtesy, and helpfulness when dealing with every homeowner. They will directly engage with Valon customers across a variety of inbound requests, including: website assistance, escrow, processing payoffs, and offering and referring eligible homeowners for refinancing opportunities to the Originations department.
Perform outbound collection activities on accounts less than 30 days past due, and sometimes on accounts with higher delinquencies. Understand escalation paths for different types of calls and dynamically route them to appropriate internal parties. Meet performance expectations and use the internal software platform to provide system recommendations.
Other details: mix of inbound and outbound calls on a dialer, monthly average of 350 calls, 35-40 true right‑party contacts per day. Metrics: QA, 1st call resolution, adherence rate, CSAT score (goal >90%), wrap time (1‑3 minutes).
Experience
Call center or mortgage servicing experience.
2–3 years of recent contact‑center experience with high‑volume inbound and outbound calls.
High school diploma or equivalent.
Customer focus and adaptability to different personalities.
Ability to learn proprietary servicing software.
Skills
Customer service, call center, mortgage and loan servicing, inbound and outbound calls, data entry, finance, banking, closing, bilingual.
Additional Qualifications
No job hoppers or large employment gaps.
Must have RFL for all positions.
Reliability and job tenure of at least one year per role.
Training
Mandatory training (3 weeks on‑site, Monday‑Friday, 9 AM‑6 PM). Attendees must sign an attendance contract. Training will take place in Phoenix during 9‑6 PM, shifting to 8‑5 PM when daylight savings ends.
Pay
$19.50 /hr; $20.50 /hr for bilingual agents.
Job Type & Location
Contract‑to‑hire, fully onsite position in Phoenix, AZ.
Benefits
Medical, dental, vision.
Critical illness, accident, and hospital coverage.
401(k) retirement plan (pre‑tax and Roth).
Life insurance (voluntary and AD&D for employee and dependents).
Short‑ and long‑term disability.
Health Spending Account (HSA).
Transportation benefits.
Employee Assistance Program.
Paid time off (vacation, sick leave).
Application Deadline
Position anticipated to close on Apr 30, 2026.
Equal Opportunity Employer
The company is an equal‑opportunity employer and will consider all applications regardless of 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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First half of the month will handle inbound calls from mortgage borrowers regarding payment, escrow, and general mortgage servicing questions. The second half of the month will continue with inbound calls and spend about 20% of each day on an auto‑dialer reminding borrowers of their payments. Agent will ask if they would like to make a payment via phone. This role is not a collections position.
Agent will demonstrate positivity, courtesy, and helpfulness when dealing with every homeowner. They will directly engage with Valon customers across a variety of inbound requests, including: website assistance, escrow, processing payoffs, and offering and referring eligible homeowners for refinancing opportunities to the Originations department.
Perform outbound collection activities on accounts less than 30 days past due, and sometimes on accounts with higher delinquencies. Understand escalation paths for different types of calls and dynamically route them to appropriate internal parties. Meet performance expectations and use the internal software platform to provide system recommendations.
Other details: mix of inbound and outbound calls on a dialer, monthly average of 350 calls, 35-40 true right‑party contacts per day. Metrics: QA, 1st call resolution, adherence rate, CSAT score (goal >90%), wrap time (1‑3 minutes).
Experience
Call center or mortgage servicing experience.
2–3 years of recent contact‑center experience with high‑volume inbound and outbound calls.
High school diploma or equivalent.
Customer focus and adaptability to different personalities.
Ability to learn proprietary servicing software.
Skills
Customer service, call center, mortgage and loan servicing, inbound and outbound calls, data entry, finance, banking, closing, bilingual.
Additional Qualifications
No job hoppers or large employment gaps.
Must have RFL for all positions.
Reliability and job tenure of at least one year per role.
Training
Mandatory training (3 weeks on‑site, Monday‑Friday, 9 AM‑6 PM). Attendees must sign an attendance contract. Training will take place in Phoenix during 9‑6 PM, shifting to 8‑5 PM when daylight savings ends.
Pay
$19.50 /hr; $20.50 /hr for bilingual agents.
Job Type & Location
Contract‑to‑hire, fully onsite position in Phoenix, AZ.
Benefits
Medical, dental, vision.
Critical illness, accident, and hospital coverage.
401(k) retirement plan (pre‑tax and Roth).
Life insurance (voluntary and AD&D for employee and dependents).
Short‑ and long‑term disability.
Health Spending Account (HSA).
Transportation benefits.
Employee Assistance Program.
Paid time off (vacation, sick leave).
Application Deadline
Position anticipated to close on Apr 30, 2026.
Equal Opportunity Employer
The company is an equal‑opportunity employer and will consider all applications regardless of 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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