We are looking for a Customer Service Representative to support homeowners with a wide range of mortgage-related inquiries in Phoenix, Arizona. This is a Contract position suited for someone who brings a service-first mindset, communicates clearly, and can navigate both routine questions and more sensitive account matters. The ideal candidate will help create a positive customer experience while contributing to team goals in a fast-paced support environment.<br><br>Responsibilities:<br>• Assist homeowners by handling incoming questions related to online account access, escrow matters, payoff requests, and other mortgage servicing needs.<br>• Deliver courteous, solutions-oriented service during each interaction while maintaining a calm and detail-oriented approach.<br>• Identify customers who may qualify for refinancing and connect them with the appropriate internal lending team.<br>• Conduct outbound follow-up and collection calls for delinquent accounts, primarily those under 30 days past due, with occasional support on more overdue balances.<br>• Evaluate customer concerns and direct complex or escalated issues to the proper internal contacts for timely resolution.<br>• Use internal servicing systems to document interactions, complete account-related tasks, and support accurate case handling.<br>• Share practical feedback on tools and workflows to help improve the customer support experience and internal processes.<br>• Consistently work toward established productivity, quality, and service performance standards.

• At least 1 year of experience in a customer-facing role, ideally within a call center environment.<br>• Previous exposure to mortgage servicing is preferred, including areas such as escrow, insurance, taxes, collections, or borrower support.<br>• High school diploma or equivalent is required; a college degree is preferred.<br>• Ability to work flexible hours, with schedules that may range from part-time to permanent.<br>• Strong customer service skills with the ability to adapt communication style to different individuals and situations.<br>• Willingness to learn and use proprietary servicing platforms and internal software tools.<br>• Background in mortgage servicing call center support is highly valued; mortgage servicing or general call center experience will also be considered.

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