Call Center Specialist

Job Description

Job Description

We are looking for a Call Center Specialist to join a mortgage services team in Texas. This contract opportunity with the potential for a permanent role is ideal for someone who thrives in a fast-paced call center setting, communicates with professionalism and empathy, and wants to build a long-term career in mortgage and financial services. In this role, you will support customers with mortgage payment-related concerns, maintain accurate records, and contribute to a high-quality service experience in a fully on-site environment.

Responsibilities:
• Manage a steady volume of inbound and outbound calls with customers regarding past-due mortgage accounts and payment arrangements.
• Guide customers through account-related questions with clarity, professionalism, and a service-focused approach.
• Record conversations, account updates, and resolutions thoroughly in internal servicing platforms.
• Apply company procedures and regulatory standards to ensure compliant and consistent customer interactions.
• Take part in training sessions, coaching activities, and performance reviews to strengthen call quality and productivity.
• Work an on-site schedule, including occasional Saturday coverage based on business needs.
• Support loss mitigation and collections efforts by helping borrowers understand available payment options and next steps.• Previous customer service experience in a call center environment is required.
• Ability to work effectively in a metrics-driven setting with monitored performance expectations.
• Strong verbal communication skills and the ability to handle sensitive conversations with professionalism.
• Basic computer proficiency and comfort using customer service or call tracking software.
• Availability to work on site in Coppell, Texas, Monday through Friday, with one half-day Saturday per month.
• Collections experience is helpful, but not required.
• Interest in developing knowledge within the mortgage or financial services industry.