Resolutions Specialist

Description

This person will be responsible for handling inbound and outbound emails with our homeowners as well as overflow inbound phone calls from our Client Engagement Team.

This position plays a key role in ensuring that our homeowners receive the highest quality client service with their requests for research within our team, and critical contact center metrics are met.

The ideal candidate thrives in a fast-paced environment, has great de-escalation skills, and is able to weave in and out of various parts of what is required within our business needs for Client Experience. You may be expected to flex between communication channels as the needs of the business change.

Responsibilities

● Answer homeowner inquiries received from the contact center by conducting research and coordinating with back office teams for a resolution within a specific time frame to meet our Service Level Agreements for Client Experience.

● Respond via chat to homeowner inquiries received from the contact center by conducting research and coordinating with back office teams for a resolution within a specific time frame to meet our Service Level Agreements for Client Experience.

● Manage and respond to direct homeowner email inquiries with a sense of urgency and high caliber of quality.

● Handle inbound/outbound phone calls per department guidelines and standard operating procedures in a fast-paced environment.

● Guide homeowners through questions and issues with their Account, Payments, Loan Transfers, Insurance and Taxes (Escrow), and other transactional inquiries

● Deep dive research and resolve all levels of homeowner inquiries and issues; for example, escrow analysis breakdown, shortage review, misapplied payment, etc. ● Ensure customer satisfaction by providing homeowners with courteous, professional, and efficient email responses

● Communicate with various internal departments on a regular basis for homeowner-related inquiries for a swift resolution to their queries.

*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.

After Training Schedules will either be 7-4 or 9-6, based on agent preference.

Pay will be $20.50

Skills

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

Additional Skills & Qualifications

Ideal Experience

● 1-2 years of customer service experience preferred, with great attention to detail, both written and verbal.

● Google Suite experience preferred.

● Mortgage experience or servicing experience preferred

● Experience using CRM software (e.g., Zendesk) preferred

● Ability to multitask and navigate different platforms.

Minimum Qualifications

● Can type 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.

● Minimum education requirement: High school diploma or GED equivalent required

Experience Level

Intermediate Level

This is a Contract to Hire position based out of Tempe, AZ.

The pay range for this position is $20.50 - $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)

This is a fully onsite position in Tempe,AZ.

This position is anticipated to close on Jan 20, 2026.

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.