Customer Service Representative

Job Description

Job Description

We are looking for a Customer Service Representative to support homeowners with a wide range of mortgage-related inquiries in Phoenix, Arizona. This is a Contract position suited for someone who brings a service-first mindset, communicates clearly, and can navigate both routine questions and more sensitive account matters. The ideal candidate will help create a positive customer experience while contributing to team goals in a fast-paced support environment.

Responsibilities:
• Assist homeowners by handling incoming questions related to online account access, escrow matters, payoff requests, and other mortgage servicing needs.
• Deliver courteous, solutions-oriented service during each interaction while maintaining a calm and detail-oriented approach.
• Identify customers who may qualify for refinancing and connect them with the appropriate internal lending team.
• Conduct outbound follow-up and collection calls for delinquent accounts, primarily those under 30 days past due, with occasional support on more overdue balances.
• Evaluate customer concerns and direct complex or escalated issues to the proper internal contacts for timely resolution.
• Use internal servicing systems to document interactions, complete account-related tasks, and support accurate case handling.
• Share practical feedback on tools and workflows to help improve the customer support experience and internal processes.
• Consistently work toward established productivity, quality, and service performance standards.• At least 1 year of experience in a customer-facing role, ideally within a call center environment.
• Previous exposure to mortgage servicing is preferred, including areas such as escrow, insurance, taxes, 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 skills with the ability to adapt communication style to different individuals and situations.
• Willingness to learn and use proprietary servicing platforms and internal software tools.
• Background in mortgage servicing call center support is highly valued; mortgage servicing or general call center experience will also be considered.