Mortgage Customer Service Representative - Mon-Fri Day Shift - Contract To Hire

TEKsystems
$18.00 - $20.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, Arizona, Phoenix
Jun 17, 2025
Mortgage Customer Service Representative Start Date: June 23rd 2025 Pay Range: $18-$20/hr (based on mortgage experience and Spanish bilingual skills) Contract Length: 6 months (Contract to Hire) Worksite Location: On-site (Phoenix, Arizona, 85044) Schedule: Must be available to work between 7:00am-6:00pm Mon-Fri after training (40 hours per week within this range) Training: Monday-Friday 8:00am-5:00pm - 3 weeks mandatory on-site training (cannot miss a day) Job Description: * Take inbound calls from mortgage borrowers regarding payments, escrow, and general mortgage servicing questions * Conduct outbound calls via auto dialer (20% of time in second half of month) reminding borrowers of payments * Demonstrate positivity, courtesy, and helpfulness when dealing with homeowners * Provide website assistance, escrow support, and process payoffs * Offer and refer eligible homeowners for refinancing opportunities to Originations department * Perform outbound collection activities on accounts less than 30 days past due * Understand escalation paths and route calls to appropriate internal parties * Utilize internal software platform and provide system recommendations * Handle average of 350 calls monthly with 35-40 true right party contacts daily Company Information: Our client is a mortgage startup company breaking boundaries in the mortgage sub-servicing world. They're creating a product to sell to other servicing companies in 2026 and focus heavily on career progression and leadership development. The company prefers to promote from within, with opportunities to move into team lead roles and other back office mortgage departments. Pay Structure: 1+ year mortgage servicing + call center experience: $19/hr ($20/hr if bilingual) 1+ year call center OR mortgage servicing experience: $18.50/hr ($19.50/hr if bilingual) No experience but transferable skills: $18/hr ($19/hr if bilingual) Performance Metrics: * QA scores * First call resolution * Adherence rate * Customer satisfaction score (goal above 90%) * Wrap time: 1-3 minutes Additional Requirements: * High school diploma or equivalent required * Customer focus and adaptability to different personality types * Eagerness to learn proprietary servicing software * Reliability is a must * Customer service, call center, mortgage, loans, financial services experience preferred * Data entry and customer support skills Benefits: * Monthly incentive program: eligible for up to $500/month bonus based on attendance and call times (eligible after 30 days on phones) * Modern contact center with individual workstations * Career advancement opportunities Pay and Benefits The pay range for this position is $18.00 - $20.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: * Medical, dental & vision * Critical Illness, Accident, and Hospital * 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available * Life Insurance (Voluntary Life & AD&D for the employee and dependents) * Short and long-term disability * Health Spending Account (HSA) * Transportation benefits * Employee Assistance Program * Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a fully onsite position in Phoenix,AZ. Application Deadline This position is anticipated to close on Jun 20, 2025. h4>About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. About TEKsystems and TEKsystems Global Services We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.