Resolutions Specialist

Job Overview

Contract to Hire position based in Chandler, AZ.

Final date to receive applications:
Jan 14 2026.

• Answer homeowner inquiries received from the contact center by conducting research and coordinating with back‑office teams for a resolution within a specified time frame to meet Service Level Agreements.
• Respond via chat to homeowner inquiries received from the contact center with research and coordination for timely resolution.
• Manage and respond to direct homeowner email inquiries with urgency and high quality.
• Handle inbound/outbound phone calls per department guidelines and SOPs in a fast‑paced environment.
• Guide homeowners through questions about their Account, Payments, Loan Transfers, Insurance and Taxes (Escrow) and other transactional inquiries.
• Deep‑dive research to resolve all levels of homeowner inquiries and issues (e.g., escrow analysis breakdown, shortage review, misapplied payment).
• Ensure customer satisfaction by providing courteous, professional, efficient email responses.
• Communicate regularly with various internal departments for swift resolution of homeowner queries.

• 1–2 years of customer service experience, with strong attention to detail, written and verbal.
• Google Suite experience preferred.
• Mortgage or servicing experience preferred.
• Experience using CRM software (e.g., Zendesk) preferred.
• Typing speed of 45 WPM or more with 90 % accuracy.
• Solid computer skills, including typing and navigation.
• Strong written and verbal communication skills.
• Excellent attention to detail.
• Ability to collaborate with other business areas.
• Ability to de‑escalate customer issues.
• High school diploma or GED equivalent required.

• Customer service, call center, mortgage, loans, financial services, mortgage servicing, loan servicing, inbound/outbound calls, Google Suite, resolution skills, data entry, customer support, finance, banking, closing, bilingual.

Pay: $20.50 /hr (no increase).

Benefits (subject to eligibility and employment length):

• 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 employee & dependents)
• Short and long‑term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, vacation or sick leave)

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.