Mortgage Customer Service Representative Job at TEKsystems in Phoenix

Description

First half of the month will be taking inbound calls from mortgage borrows regarding payment, escrow - general mortgage servicing questions.

Second half of the month, will be taking similar calls and about 20% of each day will be spent on an auto dialer reminding borrowers of their payments. Will ask if they want to make the payment via phone. NOT COLLECTIONS.

Demonstrate positivity, courtesy, and helpfulness when dealing with every homeowner.

Directly engage with Valon customers across a variety of inbound customer requests and inquires, which consist of website assistance, escrow, processing payoffs,

Offer and refer eligible homeowners for refinancing opportunities to the Originations department

Perform outbound collection activities on accounts less than 30 days past due, but at times may include accounts with much higher delinquencies

Understand escalation paths for different types of calls and dynamically route them to appropriate internal parties

Meet performance expectations

Utilize our internal software platform and become a partner in making system recommendations

OTHER DETAILS

Will be taking mix of inbound and outbound calls on a dialer. (Monthly average of calls is 350)

On average will only have about 35-40 true right party contacts Daily.

Metrics held to:

QA, 1ST call resolution

Adherence Rate

C Sat Score (Goal above 90%)

Wrap Time: should be 1-3 Mins

Pay and Benefits

The pay range for this position is $20.00 - $20.00/hr.

• 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 Type

This is a fully onsite position in Phoenix,AZ.

Application Deadline

This position will be accepting applications until Nov 28, 2024.

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.