85044 - Ahwatukee Area - Customer Service Representative
TEKsystems, Phoenix, AZ, United States
Contact Center Representative - Mortgage Servicing
Location: Phoenix, AZ (Onsite)
Pay: $19.50/hr ($20.50/hr for bilingual candidates)
Schedule: Monday‑Friday, 9:00 AM‑6:00 PM (shifts 8:00 AM‑5:00 PM after Daylight Savings Time)
Experience Level: Entry level (2‑3 years call center experience preferred)
About the Role
We’re seeking reliable, customer‑focused Contact Center Representatives to support homeowners with mortgage servicing needs. This role focuses on education, assistance, and building trust through professional, solution‑oriented conversations.
What You’ll Be Doing
Handle inbound calls from homeowners about payments, escrow, and general mortgage servicing
Spend about 20% of each day on an autodialer, reminding borrowers of upcoming or recent payments and offering the option to pay by phone (not collections)
Provide website assistance, payoff processing support, and account guidance
Maintain a positive, courteous, and helpful tone with every homeowner
Identify and refer eligible customers to the Originations team for refinancing opportunities
Perform light outbound activity on accounts fewer than 30 days past due
Accurately document interactions using internal systems
Understand escalation paths and route calls appropriately
Meet individual and team performance metrics
Partner with internal teams by offering feedback to improve systems and processes
Call Volume & Expectations
Monthly average: ~350 calls
Daily right‑party contacts: 35‑40
Mix of inbound and outbound calls via dialer
Performance Metrics
Quality Assurance (QA)
First Call Resolution (FCR)
Schedule Adherence
Customer Satisfaction (CSAT target: 90%+)
Wrap Time: 1‑3 minutes
What We’re Looking For
2‑3 years of recent call center experience (mortgage servicing experience is a plus)
Strong customer service mindset with the ability to adapt to different personalities
Comfortable handling both inbound and outbound calls
High attention to detail and strong data entry skills
Willingness and eagerness to learn proprietary servicing software
High school diploma or equivalent required
Important Qualifications (Please Read Carefully)
No job hopping and no unexplained employment gaps over 1 year
Reason for leaving (RFL) required for all previous roles
Proven reliability and professionalism—attendance matters
Must be able to commit fully to training
Training (Mandatory)
3 weeks onsite, Monday‑Friday, 9:00 AM‑6:00 PM
Attendance contract required at offer
No time off permitted during training
Benefits (for the temporary role)
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)
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.
Application Deadline: This position is anticipated to close on Apr 30, 2026.
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Location: Phoenix, AZ (Onsite)
Pay: $19.50/hr ($20.50/hr for bilingual candidates)
Schedule: Monday‑Friday, 9:00 AM‑6:00 PM (shifts 8:00 AM‑5:00 PM after Daylight Savings Time)
Experience Level: Entry level (2‑3 years call center experience preferred)
About the Role
We’re seeking reliable, customer‑focused Contact Center Representatives to support homeowners with mortgage servicing needs. This role focuses on education, assistance, and building trust through professional, solution‑oriented conversations.
What You’ll Be Doing
Handle inbound calls from homeowners about payments, escrow, and general mortgage servicing
Spend about 20% of each day on an autodialer, reminding borrowers of upcoming or recent payments and offering the option to pay by phone (not collections)
Provide website assistance, payoff processing support, and account guidance
Maintain a positive, courteous, and helpful tone with every homeowner
Identify and refer eligible customers to the Originations team for refinancing opportunities
Perform light outbound activity on accounts fewer than 30 days past due
Accurately document interactions using internal systems
Understand escalation paths and route calls appropriately
Meet individual and team performance metrics
Partner with internal teams by offering feedback to improve systems and processes
Call Volume & Expectations
Monthly average: ~350 calls
Daily right‑party contacts: 35‑40
Mix of inbound and outbound calls via dialer
Performance Metrics
Quality Assurance (QA)
First Call Resolution (FCR)
Schedule Adherence
Customer Satisfaction (CSAT target: 90%+)
Wrap Time: 1‑3 minutes
What We’re Looking For
2‑3 years of recent call center experience (mortgage servicing experience is a plus)
Strong customer service mindset with the ability to adapt to different personalities
Comfortable handling both inbound and outbound calls
High attention to detail and strong data entry skills
Willingness and eagerness to learn proprietary servicing software
High school diploma or equivalent required
Important Qualifications (Please Read Carefully)
No job hopping and no unexplained employment gaps over 1 year
Reason for leaving (RFL) required for all previous roles
Proven reliability and professionalism—attendance matters
Must be able to commit fully to training
Training (Mandatory)
3 weeks onsite, Monday‑Friday, 9:00 AM‑6:00 PM
Attendance contract required at offer
No time off permitted during training
Benefits (for the temporary role)
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)
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.
Application Deadline: This position is anticipated to close on Apr 30, 2026.
#J-18808-Ljbffr