Customer Service Representative

Job Description

Job Description

We are looking for a motivated and goal-oriented Customer Service Representative to join our team in Phoenix, Arizona. This is a long-term contract opportunity where you will play a crucial role in assisting homeowners with their inquiries and ensuring an exceptional customer experience. If you thrive in dynamic environments and have experience in customer service or mortgage servicing, we encourage you to apply.

Responsibilities :

• Provide friendly, attentive assistance to homeowners, ensuring their concerns are addressed with courtesy and efficiency.
• Handle incoming requests related to website navigation, escrow accounts, payoff processing, and other customer inquiries.
• Identify and refer eligible homeowners for refinancing opportunities to the Originations department.
• Conduct outbound collection efforts for accounts with minor delinquencies, as well as occasionally for higher overdue balances.
• Route calls effectively to the appropriate internal teams based on escalation protocols and inquiry types.
• Consistently meet or exceed performance benchmarks and service expectations.
• Utilize proprietary internal software to manage customer interactions and contribute suggestions for system improvements.
• Collaborate with team members to uphold company values and deliver seamless customer service.
• Minimum of 1 year experience in a customer-facing role, preferably in a call center environment.
• Previous experience in mortgage servicing, such as property tax, insurance, collections, or customer service, is strongly preferred.
• High school diploma or equivalent required; college degree is preferred.
• Flexible availability for part-time or ongoing scheduling.
• Strong customer-focused mindset with the ability to adapt to diverse personalities.
• Willingness to learn and effectively use proprietary servicing software.
• Background in mortgage servicing call centers is highly desirable; general mortgage servicing or call center experience is acceptable.