Customer Care Representative

Key Responsibilities

• Handle inbound calls from residential homeowners regarding mortgage servicing inquiries.
• Resolve customer issues and questions on the first call whenever possible.
• Aid customers with:
• Monthly mortgage payments
• Account maintenance and address changes
• Password resets and online account access
• Escrow account questions and payment changes
• Private Mortgage Insurance (PMI) removal requests
• General mortgage servicing questions
• Make outbound calls to customers who have not yet submitted their monthly mortgage payment.
• Educate homeowners on mortgage account details and available solutions.
• Accurately document customer interactions and account updates.
• Navigate multiple systems and applications while speaking with customers.
• Meet productivity, quality, and customer service performance expectations.
• Provide compassionate, professional service while balancing customer needs and business objectives.

Required Qualifications

• High School Diploma or GED required.
• Minimum of 1 year of contact center/call center experience.
• Demonstrated employment stability and tenure in previous positions.
• Strong computer proficiency, including:
• Navigating multiple applications simultaneously
• Working with dual monitors
• Microsoft Office knowledge
• Accurate data entry
• Comfortable discussing payments and requesting payment commitments from customers.
• Strong verbal communication and active listening skills.
• Excellent customer service mindset with a passion for helping others.
• Ability to remain professional and empathetic during challenging customer interactions.

Preferred Qualifications

• Mortgage servicing or mortgage industry experience.
• Bilingual in English and Spanish.
• Experience working in a financial services or banking environment.
• Collections or payment-related customer service experience with a customer-first approach.

Compensation

• $20/hour – Customer service experience with no contact center experience.
• $21-$22/hour – 1-5 years of contact center experience.
• $23/hour – Mortgage contact center experience.

Additional Earnings

• Monthly performance bonus opportunity averaging $300-$500 per month based on productivity metrics.

Why Join Us?

• For over 40 years, our company has maintained a people-first culture that combines the stability of an established organization with the feel of a family-owned business.

What Sets Us Apart

• Collaborative, supportive team environment
• Strong focus on customer satisfaction and employee engagement
• Career growth opportunities through a Contract-to-Hire program
• Performance-based bonus opportunities
• Employee recognition and rewards programs
• Ongoing training and development

Schedule & Work Environment

• 100% Onsite
• Position: Monday-Friday: 9:00 AM - 6:00 PM CST
• One Saturday per month: 8:00 AM - 12:00 PM CST
• Half-day off the following week during peak periods (typically the last week of the month or prior week)
• During peak periods: Tuesday and Thursday schedule shifts to 10:00 AM - 7:00 PM CST
• Once fully trained and working independently: Saturday shifts may be worked remotely
• Business casual dress code
• 3-month Contract-to-Hire opportunity with potential for direct hire based on experience and performance.

Job Type & Location

• This is a Contract to Hire position based out of Houston, TX.

Pay And Benefits

• The pay range for this position is $20.00 - $23.00/hr.

About TEKsystems

• 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.

About 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.

San Francisco Fair Chance Ordinance

• Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector

• It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI)

• We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.