Customer Service Representative

We are looking for a Customer Service Representative to join a fast-paced mortgage services team in Tempe, Arizona. This contract opportunity with potential for a permanent role is ideal for someone who enjoys helping customers, communicating clearly, and building experience in financial services. The role is fully on-site and focuses on supporting borrowers through phone-based service, payment-related questions, and account assistance in a high-volume environment.

Responsibilities:
• Respond to incoming calls from customers with questions about mortgage accounts, payment activity, escrow matters, and general loan support.
• Place outbound calls to connect with borrowers regarding overdue payments and available next steps for resolving their accounts.
• Deliver attentive, accurate, and empathetic service while guiding customers through account concerns and routine requests.
• Record call details, account updates, and customer interactions thoroughly within internal servicing systems.
• Adhere to company procedures, regulatory expectations, and service standards in every customer interaction.
• Participate in onboarding, training sessions, and ongoing coaching to strengthen product knowledge and call handling skills.
• Manage a steady volume of inbound and outbound phone activity while maintaining quality and attention to detail.• Previous experience in customer service, call center support, administrative assistance, reception, retail service, or a related environment.
• Strong verbal communication skills with the ability to explain information clearly and professionally.
• Demonstrated problem-solving ability and sound judgment when addressing customer questions or payment concerns.
• Comfort working in a high-volume, on-site call center setting on a permanent schedule.
• Availability to work Monday through Friday and participate in a rotating Saturday shift once per month.
• Interest in developing knowledge of the mortgage industry and growing within a structured service team.
• Basic computer proficiency and the ability to document customer interactions accurately.