Job Description
Job DescriptionWe are looking for a dedicated and customer-focused individual to join our team as a Customer Service Representative in Phoenix, Arizona. In this long-term contract position, you will play a vital role in supporting homeowners by addressing inquiries, resolving issues, and ensuring excellent service. This is an exciting opportunity to become part of a collaborative environment where your contributions help deliver outstanding customer experiences.
Responsibilities:
• Provide courteous and attentive support to homeowners, ensuring their concerns and inquiries are promptly addressed.
• Handle a variety of inbound customer requests related to website assistance, escrow processes, payoff procedures, and more.
• Collaborate with the Originations department by referring eligible homeowners for refinancing opportunities.
• Conduct outbound collection efforts on accounts with varying levels of delinquency, including those less than 30 days past due.
• Escalate complex customer issues appropriately by identifying the correct internal teams and routing calls accordingly.
• Consistently meet or exceed performance targets and service expectations.
• Utilize internal software systems effectively and contribute suggestions for system improvements.
• Maintain a positive and adaptable approach when interacting with customers of diverse personalities.
• Demonstrate a commitment to teamwork and uphold company values in all interactions.• At least one year of experience in a customer-facing role, preferably in a call center environment.
• Previous experience in mortgage servicing, including tasks such as property tax, insurance, collections, or customer service, is highly preferred.
• A high school diploma or equivalent is required; a college degree is preferred.
• Flexible availability to work varying hours, including part-time and long-term shifts.
• Strong customer focus and the ability to adapt to different communication styles.
• Willingness to learn and effectively use proprietary servicing software.
• Background in mortgage servicing within a call center environment is highly desirable.
• Experience solely in mortgage servicing or call center roles will also be considered.