Customer Service Representative

We are looking for a Customer Service Representative to support homeowners with timely, thoughtful assistance from our Phoenix, Arizona location. This Long-term Contract opportunity is ideal for someone who enjoys solving problems, handling high-volume customer interactions, and delivering a positive service experience. The position plays an important role in guiding customers through mortgage-related questions while working closely with internal teams to ensure efficient resolution.

Responsibilities:
• Respond to incoming calls from homeowners and provide clear, detail-oriented support for account-related questions and service needs.
• Assist customers with online account access, escrow-related inquiries, and payoff requests while ensuring information is accurate and easy to understand.
• Recognize when customers may qualify for refinancing options and connect them with the appropriate internal specialists.
• Perform outbound follow-up on delinquent accounts, with particular attention to early-stage past-due balances.
• Direct customer concerns to the correct department based on urgency, escalation procedures, and the nature of the request.
• Consistently achieve established service levels, productivity goals, and quality expectations.
• Navigate internal servicing platforms effectively and share practical feedback that may help improve daily system use.
• Partner with cross-functional teams to resolve issues efficiently and maintain a high level of customer satisfaction.

Qualifications:

• At least 1 year of experience in a customer-facing position, preferably in a call center setting.
• Previous exposure to mortgage servicing functions such as customer support, collections, insurance, or property tax processing is preferred.
• High school diploma or equivalent is required; additional college education is a plus.
• Ability to work a flexible schedule, including part-time or extended hours as business needs require.
• Strong interpersonal skills with the ability to communicate effectively with a wide range of customer personalities.
• Comfort learning new tools and working within proprietary servicing software.
• Experience in mortgage servicing within a call center environment is highly valued.
• Candidates with backgrounds in either mortgage servicing or general call center operations are encouraged to apply.

Compensation

$19.50-$19.50 Hourly

About Us

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