New

Customer Service Representative

TEKsystems
$19.50 - $20.50 / hr
life insurance, sick time, 401(k), retirement plan
United States, Arizona, Phoenix
Apr 28, 2026
Contact Center Representative - Mortgage Servicing Location: Phoenix, AZ (Onsite) Schedule: Monday-Friday \| 9:00 AM-6:00 PM (shifts to 8:00 AM-5:00 PM after Daylight Savings) Pay: $19.50/hr ($20.50/hr for bilingual candidates) Experience Level: Entry Level (2-3 years contact center experience required) About the Role We are seeking reliable, customerfocused Contact Center Representatives to support homeowners with mortgage servicing needs. This role is not collections and focuses on delivering a positive, professional experience while assisting borrowers with payments, escrow questions, and general account inquiries. You'll handle a blend of inbound and outbound calls using a dialer and work closely with internal teams to ensure firstcall resolution and high customer satisfaction. What You'll Do First Half of the Month * Handle inbound calls from homeowners regarding mortgage payments, escrow, website assistance, and general servicing questions. Second Half of the Month * Continue inbound servicing calls. * Spend ~20% of each day making outbound reminder calls using an autodialer. * Ask customers if they would like to make a payment by phone (not collections). Additional Responsibilities * Demonstrate positivity, courtesy, and professionalism with every homeowner. * Offer and refer eligible customers to refinancing opportunities through the Originations team. * Perform limited outbound delinquency followups (typically less than 30 days past due). * Understand escalation paths and route calls appropriately. * Meet performance metrics and quality standards. * Utilize and provide feedback on internal servicing systems. Performance Metrics * Quality Assurance (QA) * First Call Resolution * Adherence Rate * Customer Satisfaction Score (90%+ goal) * Wrap Time: 1-3 minutes Call Volume: * ~350 calls per month * ~35-40 rightparty contacts per day Required Experience & Skills * 2-3 years of recent contact center or mortgage servicing experience * Experience handling high volumes of inbound and outbound calls * Strong customer service and communication skills * Comfort working with financial or loanrelated information * Data entry and basic system navigation skills * High school diploma or equivalent Preferred Skills * Mortgage or loan servicing experience * Financial services or banking background * Bilingual (Spanish/English) What We're Looking For * Strong tenure and reliability (minimum 1 year per role; no significant employment gaps over 1 year) * Customerfocused mindset and adaptability to different personality types * Willingness to learn proprietary servicing software * Dependable attendance and professionalism Training & Schedule * Mandatory 3week onsite training * Monday-Friday \| 9:00 AM-6:00 PM * Attendance contract required (cannot miss any training days) 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.