Customer Service Representative Phoenix, AZ

Customer Service Representative

We are looking for a Customer Service Representative to support homeowners with a wide range of mortgage-related inquiries in Phoenix, Arizona. This is a Contract position suited for someone who brings a service-first mindset, communicates clearly, and can navigate both routine questions and more sensitive account matters. The ideal candidate will help create a positive customer experience while contributing to team goals in a fast-paced support environment.

Responsibilities:

• Assist homeowners by handling incoming questions related to online account access, escrow matters, payoff requests, and other mortgage servicing needs.
• Deliver courteous, solutions-oriented service during each interaction while maintaining a calm and detail-oriented approach.
• Identify customers who may qualify for refinancing and connect them with the appropriate internal lending team.
• Conduct outbound follow-up and collection calls for delinquent accounts, primarily those under 30 days past due, with occasional support on more overdue balances.
• Evaluate customer concerns and direct complex or escalated issues to the proper internal contacts for timely resolution.
• Use internal servicing systems to document interactions, complete account-related tasks, and support accurate case handling.
• Share practical feedback on tools and workflows to help improve the customer support experience and internal processes.
• Consistently work toward established productivity, quality, and service performance standards.