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Elite Service Representative

Phoenix, AZ

Employment Type: Full Time Career Match: MTG - Operations Job Number: ESRAZ05102023

Job Description

As one of the nation’s Top 10 subservicing providers, we are putting the “service” back into subservicing by offering the winning combination of People + Technology. Our people are dedicated professionals with industry experience, who are committed to providing superior customer service and personalized support for our clients. Our innovative technology gives you fully transparent, 100% accessible, on-demand view of your portfolio. A full-service subservicer, with a diverse portfolio and quality products and services, who is dedicated to our partners’ success. Grow happiness with us and drive your business forward.


A different kind of company doing business a different way. Because home is where the heart is, every action we take is heartfelt.

We take pride in being an innovative, autonomous, customer-service focused, and tech-oriented company. By living our Core Values of People Matter, Inspiring Leadership, Strength of Character and Rock Solid Service, we have created a culture of excellence that strives to provide the one thing that all of our customers seek: The Perfect Customer experience!


Elite Service Representative will deliver on an exceptional, second-to-none, world-class customer experience on every interaction. An ideal candidate for the Elite Service Representative role has a minimum of one year experience in mortgage servicing customer service, plus a minimum of one year experience in customer service or contact centers and must demonstrate a high level of proficiency in customer service.


Job Requirements


  • Provide world class support to our customers through friendly, caring, and informative interactions in an inbound and outbound high-volume contact center 
  • Assist customers with obtaining account information including, but not limited to, inquiries regarding loan payments, escrow, taxes, payoffs, and loan documents
  • Take ownership over each customer interaction and see it through to full resolution and with a high level of accuracy
  • Resolve customer escalations by collaborating with peers, leadership, and across departments
  • Consistently demonstrate behaviors aligned with Core Values and Culture
  • Meet or exceed all monthly key performance indicators (e.g., productivity, calls handled, customer surveys, etc.)
  • Consistently maintain high quality customer service at all times by following all company established protocols 
  • Perform other related duties as assigned

Experience and Skills

  • Minimum one year experience in mortgage servicing customer service required plus 
  • Minimum one year experience in contact centers or customer service required

  • Demonstrates a strong ability and deep desire to resolve customer escalations to the highest level of quality possible

  • Kindness, compassion, patience, and - above all - care for customers in every interaction

  • Demonstrates a strong ability to persevere in a high-volume contact center environment

  • Ability to build rapport quickly to convert inquiries into proper transfers to departments/team members for resolution

  • Ability to multitask and effectively manage time

  • Ability to communicate effectively – both in written and verbal form.

  • Demonstrate an ardent desire to take personal responsibility to complete tasks and solve problems.

  • Proficient in Microsoft Office Suite - Word, Excel,      PowerPoint, Outlook

  • Working knowledge of Windows 10 and Internet Explorer


  • High School diploma required; some college preferred
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