Customer Service Representative

We are looking for a Customer Service Representative to support homeowners in Phoenix, Arizona through a wide range of mortgage-related inquiries. This Long-term Contract opportunity is ideal for someone who brings strong service instincts, communicates with professionalism, and can navigate both routine and sensitive customer situations with confidence. In this role, you will assist customers across phone-based interactions while helping resolve account questions, payment concerns, and servicing needs in a fast-paced environment.

Responsibilities:
• Provide attentive and respectful support to homeowners, ensuring each interaction is handled with empathy, accuracy, and professionalism.
• Respond to incoming customer contacts related to online account access, escrow matters, payoff requests, and other mortgage servicing questions.
• Identify homeowners who may qualify for refinancing solutions and connect them with the appropriate origination team for follow-up.
• Conduct outbound outreach on delinquent accounts, primarily those under 30 days past due, while occasionally assisting with more advanced stages of delinquency.
• Assess customer issues in real time and transfer or escalate cases to the correct internal teams when specialized support is needed.
• Maintain expected service, quality, and productivity standards across daily customer interactions.
• Use internal servicing tools effectively to document activity, research account details, and support accurate resolution of customer requests.
• Share practical feedback on system usage and workflow improvements based on day-to-day experience assisting customers.

Qualifications:

• At least 1 year of experience in a customer-facing role, with call center experience strongly preferred.
• Mortgage servicing experience is preferred, including exposure to areas such as escrow, property tax, insurance, collections, or borrower support.
• High school diploma or equivalent is required; a college degree is preferred.
• Ability to work flexible hours, with schedules that may range from part-time to permanent.
• Strong customer service mindset with the ability to adjust communication style to different personalities and situations.
• Willingness to learn new systems and become proficient in proprietary servicing software.
• Background in mortgage call center environments is highly valued, though candidates with either mortgage servicing or general call center experience will also be considered.

Compensation

$19.50-$19.50 Hourly

About Us

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All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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