Customer Service Representative

TEKsystems • Jacksonville, FL • 1d ago

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

EXPERIENCE

Call center experience or mortgage servicing experience -

Skills

Customer service, Call center, Mortgage, Loans, financial services, Mortgage Servicing, loan servicing, inbound and outbound calls, Data entry, Customer support, Finance, Banking, Closing, Bilingual

Top Skills Details

Customer service,Call center,Mortgage,Loans,financial services,Mortgage Servicing,loan servicing,inbound and outbound calls

Additional Skills & Qualifications

Attention Recruiters:

No Job hoppers, or large employment gaps.

Must have RFL for all positions.

high school diploma or equivalent required

Customer focus and adaptability to different personality @types

Eagerness to learn how to use our proprietary servicing software

We are seeking experienced Contact Center Representatives with 2-3 years of recent experience in a contact center taking high volumes of inbound & outbound calls.

Tenure and professionalism is our main focus when reviewing candidates. (We will deny all job hoppers or employment gaps greater than one year.)

For example the ideal tenure we re seeking is at least 1 Full Year in each role listed on their resume.

Reliability is a must as we have noticed heavy attrition with folks with job gaps and bad tenure.

PLEASE READ

TRAINING (Mandatory Cannot miss a day). Must sign attendance contract at offer.

Training will be 3 weeks on site Mon-Friday 9AM- 6PM.

These will all be in the Phoenix location and will be for the 9-6PM shift, which moves to 8-5PM when daylight savings time ends.

Pay will be $19.50/hr or $20.50 if they are bilingual only.

Experience Level

Intermediate Level

Job Type & Location

This is a Contract to Hire position based out of Jacksonville, FL.

Pay and Benefits

The pay range for this position is $19.50 - $20.50/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: - 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 Jacksonville,FL.

Application Deadline

This position is anticipated to close on Jan 9, 2026.

h4>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.

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