Contact Center Representative

Job Description

Contact Center Representative | TEKsystems

The Tone:
This is a contract-to-hire role at TEKsystems, located in Phoenix, AZ, supporting Valon customers. TEKsystems is a partner in transformation, helping clients activate ideas and solutions as a leading provider of business and technology services. This role is crucial in directly engaging with Valon customers, addressing a variety of inbound and outbound customer requests related to mortgage servicing. The position requires consistent positivity, courtesy, and helpfulness to contribute to high customer satisfaction.

The TL;DR
• Role: Contract-to-Hire
• Type: Full-time
• Location: In-person, Phoenix, AZ
• Pay: $19.50-$20.50 hourly
• Mission: Address customer inquiries and manage mortgage servicing requests to ensure high customer satisfaction and efficient resolution.
• Tech Stack: Internal software platform, auto-dialer

What You’ll Actually Do
• Inbound Calls: Handle incoming calls from mortgage borrowers regarding payment inquiries, escrow issues, and general mortgage servicing questions.
• Outbound Calls: Make outbound calls via an auto-dialer to remind borrowers of upcoming payments and perform collection activities on past due accounts.
• Customer Engagement: Provide website assistance, address escrow-related inquiries, process mortgage account payoffs, and refer eligible homeowners for refinancing.
• Issue Resolution: Understand and utilize appropriate escalation paths, dynamically routing complex issues to internal parties as needed.
• Performance & Improvement: Meet and exceed performance expectations across all metrics and actively contribute to system recommendations for continuous improvement.

The Must-Haves
• Background: High school diploma or equivalent required, with a strong professional background in customer service and contact center environments, specifically within mortgage servicing or financial services.
• Experience: 2-3 years of recent experience in a contact center taking high volumes of inbound and outbound calls, with ideal tenure of at least 1 full year in each role listed on your resume.
• Skills: Exceptional customer focus and adaptability, proficiency in managing inbound and outbound calls, understanding of mortgage/financial/loan servicing, accurate and efficient data entry, and technical aptitude for proprietary software.
• Bonus: Bilingual proficiency is a plus.