New

Customer Service Representative

TEKsystems
$19.50 - $20.50 / hr
life insurance, sick time, 401(k), retirement plan
United States, Arizona, Phoenix
Apr 23, 2026
Contact Center Representative - Mortgage Servicing Location: Phoenix, AZ (Onsite) Pay: $19.50/hr ($20.50/hr for Bilingual candidates) Schedule: Monday-Friday, 9:00 AM-6:00 PM (Shifts move to 8:00 AM-5:00 PM after Daylight Savings Time) Experience Level: EntryLevel (2-3 years call center experience preferred) About the Role We're seeking reliable, customerfocused Contact Center Representatives to support homeowners with mortgage servicing needs. This role is not collections-it's about education, assistance, and building trust with borrowers through professional, solutionoriented conversations. You'll handle a mix of inbound and outbound calls, helping homeowners understand their mortgage accounts, payments, escrow, and available options. What You'll Be Doing * Handle inbound calls from homeowners with questions about payments, escrow, and general mortgage servicing * Spend part of each day (approximately 20%) on an autodialer, reminding borrowers of upcoming or recent payments and offering the option to pay by phone (not collections) * Provide website assistance, payoff processing support, and account guidance * Maintain a positive, courteous, and helpful tone with every homeowner * Identify and refer eligible customers to the Originations team for refinancing opportunities * Perform light outbound activity on accounts less than 30 days past due * Accurately document interactions using internal systems * Understand escalation paths and route calls appropriately * Meet individual and team performance metrics * Partner with internal teams by offering feedback to improve systems and processes Call Volume & Expectations * Monthly average: ~350 calls * Daily rightparty contacts: 35-40 * Mix of inbound and outbound calls via dialer Performance Metrics * Quality Assurance (QA) * First Call Resolution (FCR) * Schedule Adherence * Customer Satisfaction (CSAT target: 90%+) * Wrap Time: 1-3 minutes What We're Looking For * 2-3 years of recent call center experience (mortgage servicing experience is a plus) * Strong customer service mindset with the ability to adapt to different personalities * Comfortable handling both inbound and outbound calls * High attention to detail and strong data entry skills * Willingness and eagerness to learn proprietary servicing software * High school diploma or equivalent required Important Qualifications (Please Read Carefully) * No job hopping and no unexplained employment gaps over 1 year * Reason for leaving (RFL) required for all previous roles * Proven reliability and professionalism-attendance matters * Candidates must be able to commit fully to training Training (Mandatory) * 3 weeks onsite, Monday-Friday, 9:00 AM-6:00 PM * Attendance contract required at offer * No time off permitted during training Why This Role? This is a great opportunity for candidates who value stability, structure, and longterm growth in a professional mortgage servicing environment. Tenure, reliability, and customer care excellence are key to success here. Job Type & LocationThis is a Contract to Hire position based out of Phoenix, AZ. Pay and BenefitsThe pay range for this position is $19.50 - $20.50/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 TypeThis is a fully onsite position in Phoenix,AZ. Application DeadlineThis position is anticipated to close on May 6, 2026. 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.