Contact Center Representative

Job Description

Contact Center Representative – Mortgage Servicing (Contract-to-Hire)

We are seeking experienced and highly professional Contact Center Representatives to join our team in Phoenix, AZ. This role is crucial in directly engaging with Valon customers, addressing a variety of inbound and outbound customer requests related to mortgage servicing. The ideal candidate will demonstrate positivity, courtesy, and helpfulness in every interaction, contributing to high customer satisfaction.

Key Responsibilities:

• Inbound Calls (First Half of Month): Handle inbound calls from mortgage borrowers regarding payment inquiries, escrow issues, and general mortgage servicing questions.
• Inbound & Outbound Calls (Second Half of Month): Continue taking similar inbound calls while also dedicating approximately 20% of each day to outbound calls via an auto-dialer. These outbound calls will focus on reminding borrowers of upcoming payments and offering the option to make payments over the phone. Please note: these specific reminder calls are distinct from traditional collections.
• Comprehensive Customer Engagement:
  • Provide website assistance and support.
  • Address escrow-related inquiries.
  • Process payoffs for mortgage accounts.
  • Offer and refer eligible homeowners for refinancing opportunities to the Originations department.
• Collection Activities: Perform outbound collection activities on accounts less than 30 days past due, and at times, on accounts with higher delinquencies.
• Issue Resolution & Escalation: Understand and utilize appropriate escalation paths for different types of calls, dynamically routing complex issues to internal parties as needed.
• Performance & Software Utilization:
  • Meet and exceed performance expectations across all metrics.
  • Effectively utilize our internal software platform and actively contribute to system recommendations for continuous improvement.

Work Environment & Call Volume:

• This role involves a mix of inbound and outbound calls on a dialer.
• Monthly average of approximately 350 calls.
• On average, you will achieve about 35-40 true right-party contacts daily.

Performance Metrics:

You will be held to the following performance expectations:

• QA (Quality Assurance) Scores
• 1st Call Resolution Rate
• Adherence Rate
• C-Sat Score (Customer Satisfaction Score): Goal above 90%
• Wrap Time: Target 1-3 minutes

Required Skills & Experience:

We are looking for dedicated professionals with a strong background in customer service and contact center environments. Emphasis is placed on tenure and professionalism.

• Education: High school diploma or equivalent required.
• Experience:
  • 2-3 years of recent experience in a contact center taking high volumes of inbound and outbound calls.
  • Prior call center experience or mortgage servicing experience is essential.
  • Ideal tenure is at least 1 full year in each role listed on your resume.
• Core Skills:
  • Customer Service: Exceptional customer focus and adaptability to different personality types.
  • Call Center Operations: Proficiency in managing inbound and outbound calls.
  • Mortgage/Financial Services: Understanding of mortgage, loans, financial services, mortgage servicing, and loan servicing.
  • Data Entry: Accurate and efficient data entry skills.
  • Technical Aptitude: Eagerness to learn and effectively use our proprietary servicing software.
• Desired Skills: Bilingual proficiency is a plus.
• Professionalism: Reliability is a must. We will deny candidates with a history of job hopping or employment gaps greater than one year.

Training & Schedule:

• Mandatory Training: 3 weeks, on-site, Monday – Friday, 9:00 AM – 6:00 PM in Phoenix. Attendance is critical; you must sign an attendance contract upon offer.
• Post-Training Shift: The training shift will move to 8:00 AM – 5:00 PM when daylight saving time ends.

Compensation & Benefits:

• Pay Rate: $19.50/hr, or $20.50/hr for bilingual candidates.
• Benefits (for eligible temporary roles):
  • Medical, Dental & Vision insurance
  • Critical Illness, Accident, and Hospital coverage
  • 401(k) Retirement Plan (Pre-tax and Roth post-tax contributions)
  • Life Insurance (Voluntary Life & AD&D for 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)

Job Type & Location:

• Job Type: Contract-to-Hire
• Location: Fully onsite position in Phoenix, AZ.

Application & Interview Process:

• We aim to conduct in-person interviews the week of December 29th and extend all offers by January 2nd. The office will only be closed on January 1st during that week.
• Application Deadline: This position is anticipated to close on April 14, 2026.

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.