Customer Service Representative

Customer Service Representative

We are looking for a dedicated Customer Service Representative to join our team on a contract basis in Phoenix, Arizona. This role requires someone who is detail oriented, thrives in a fast-paced environment, and is committed to delivering exceptional service to customers. If you have experience in customer interactions, particularly in the mortgage servicing industry, and are eager to contribute to a collaborative team, we invite you to apply.

Responsibilities:

• Provide courteous and detail oriented assistance to customers, ensuring a positive experience in every interaction.
• Address customer inquiries related to website navigation, escrow, payoff processing, and other mortgage servicing needs.
• Refer eligible homeowners to the Originations department for refinancing opportunities.
• Conduct outbound collections activities on accounts with varying levels of delinquency, including those under 30 days past due.
• Utilize escalation protocols to route calls appropriately based on the nature of the inquiry.
• Meet or exceed performance metrics and service standards.
• Gain proficiency in internal software platforms and contribute suggestions for system improvements.
• Collaborate with team members and uphold high standards of service delivery.

Requirements:

• At least 1 year of experience in a customer-facing role, preferably within a call center environment.
• Prior experience in mortgage servicing, such as property tax, insurance, collections, or customer service, is highly preferred.
• High school diploma or equivalent is required; a college degree is preferred.
• Flexible availability to work part-time or a regular schedule.
• Strong ability to adapt to diverse customer personalities and maintain a customer-focused approach.
• Willingness to learn and use proprietary servicing software.
• Background in mortgage servicing call centers is considered a strong asset.
• Solid communication and problem-solving skills to handle customer needs effectively.