Customer Service Representative

2 days ago Be among the first 25 applicants

Contact Center Representative – Mortgage Services

Location:

Jacksonville, FL

Schedule:

Full-time, On-site (Mon–Fri, 9 AM–6 PM; shifts adjust to 8 AM–5 PM after daylight savings)

Pay: $19.00/hr ($20.00/hr for bilingual candidates)

Bonus:
Monthly incentive program up to $500

We are seeking experienced Contact Center Representatives to join our growing team. This position involves a mix of inbound and outbound calls, supporting homeowners with mortgage servicing questions and payment reminders. This is not a collections role — our focus is on providing courteous, helpful, and professional service.

• Handle inbound calls regarding mortgage payments, escrow, and general servicing inquiries.
• Conduct outbound reminder calls using an auto dialer (approx. 20% of daily activity).
• Assist customers with website navigation, documentation, and payoff processing.
• Refer eligible homeowners to refinancing opportunities.
• Follow escalation procedures and route calls appropriately.
• Meet performance metrics including QA, first-call resolution, adherence, customer satisfaction (goal 90%+), and wrap time (1–3 minutes).

• 2–3 years of recent contact center experience (high-volume inbound/outbound calls).
• Mortgage servicing experience preferred.
• High school diploma or equivalent required.
• Strong customer focus, adaptability, and professionalism.
• Reliable work history (no significant gaps or frequent job changes).
• Bilingual (English/Spanish) candidates strongly encouraged.

• Mandatory 3-week onsite training (cannot miss a day).
• Training schedule:
  Mon–Fri, 9 AM–6 PM.

This role serves as a feeder team for career progression. Representatives have opportunities to move into leadership roles and other mortgage departments. The company emphasizes internal promotion and leadership development.

• Modern contact center with individual workstations.
• Supportive team culture with opportunities to contribute feedback to improve systems and processes.

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

Pay range: $19.00–$20.00/hr.

Benefits available:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre‑tax and Roth contributions available
• 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)

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.