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.