New

Mortgage Customer Service Representative

TEKsystems
$17.00 - $18.50 / hr
life insurance, paid time off, sick time, 401(k), retirement plan, remote work
United States, Florida, Daytona Beach
May 20, 2026
Job Title: Mortgage Customer Service Representative Job Description The Mortgage Customer Service Representative provides high-quality support to borrowers, insurance agents, and financial institutions by answering inbound calls related to mortgage insurance servicing. This role focuses on resolving questions about homeowners insurance, payments, and coverage while accurately documenting each interaction in multiple systems. The position begins with an intensive on-site training period, followed by a hybrid work schedule based on performance, quality, and attendance. Responsibilities * Handle approximately 35-45 inbound calls per day, with each call typically lasting 11-14 minutes, while maintaining a professional and courteous demeanor at all times. * Respond to inbound calls related to mortgage insurance servicing, focusing on homeowners insurance questions from borrowers, insurance agents, and financial institutions. * Address a high volume of inquiries primarily related to insurance payments, coverage details, and policy-related questions. * Navigate and multi-task between various computer systems and applications to research account details, verify information, and document each call thoroughly and accurately. * Ensure all interactions meet internal and external quality standards by providing accurate information, following established procedures, and complying with applicable guidelines. * Demonstrate strong problem-solving skills by identifying issues, researching solutions, and resolving customer concerns efficiently and effectively. * Maintain a high level of responsiveness by answering calls promptly, managing call time appropriately, and following up when necessary. * Communicate clearly and professionally over the phone and in written correspondence, including email follow-ups when required. * Adhere to performance expectations related to adherence, quality scores, and attendance, which influence hybrid work eligibility and bonus potential. * Participate fully in the initial on-site training program, including following the required training schedule and meeting learning objectives. * Document all customer interactions in the designated systems in a clear, concise, and accurate manner to ensure proper recordkeeping and follow-up. * Collaborate with supervisors, managers, and support teams, and utilize the live help hotline when additional assistance is needed to resolve complex calls. * Follow established schedules for breaks and lunches within the standard eight-hour workday, maintaining reliability and punctuality. Essential Skills * At least 1 year of recent customer service experience, preferably in a call center or front desk/administrative environment (not solely retail or food service). * Proficiency using a Windows PC and navigating software systems, with the ability to learn new applications quickly. * Typing speed of at least 35 words per minute, validated by a one-minute typing test. * Ability to pass a basic computer literacy test with a score of 70% or higher. * Strong verbal communication skills for handling phone calls throughout the day, including clear articulation and professional tone. * Strong written communication skills for documenting calls and sending follow-up emails when needed. * Demonstrated ability to multi-task between multiple systems while actively engaging with callers. * Proven problem-solving and resolution skills, with the ability to handle a variety of customer situations calmly and professionally. * Reliable high-speed internet connection to support remote training and hybrid work requirements. * Reliable transportation to work on-site as required for training and ongoing hybrid schedule. * Ability to work without time off during the initial training period as specified by the employer. * Capability to meet adherence, quality, and attendance standards in a structured call center environment. Additional Skills & Qualifications * Two or more years of call center experience is highly preferred. * Experience in insurance or mortgage servicing is a strong plus. * Experience in environments such as mortgage companies, insurance carriers, or large customer service centers is beneficial. * Familiarity with lender-placed or force-placed insurance concepts is helpful but not required. * Comfort working in a performance-driven environment with metrics such as adherence, quality scores, and attendance. * Ability to adapt to a hybrid work model that may range from fully remote to multiple days in the office based on performance. * Strong interpersonal skills and a customer-focused mindset. * Ability to maintain a positive, professional attitude in a high-volume, sometimes noisy call center setting. Why Work Here? You will join a rapidly growing organization that has expanded from a few hundred employees to well over a thousand, creating continuous opportunities for advancement and career development. From the moment you complete training, you can apply for a variety of growth paths, including team mentor, team leader, supervisor, manager, workforce management, and quality roles, each offering increased responsibility and pay. The company is part of a larger, established insurance group with a strong presence in Florida, providing long-term stability and the chance to pursue roles across a broad family of businesses after your first year. Employees can benefit from a structured bonus program tied to adherence, quality, and attendance, with the potential to earn additional payouts and increased remote flexibility. A comprehensive benefits package includes a 401(k) plan with up to 5% company match, access to discounted company stock, and competitive medical, dental, vision, and paid time off that begins accruing after 90 days. The culture emphasizes internal promotion, performance recognition, and a supportive environment where help is readily available, allowing you to build a meaningful, long-term career in financial services and insurance. Work Environment This role is based in a modern call center environment within a rapidly expanding operation that supports mortgage servicing and insurance inquiries. The facility features a cube-style setup with dual monitors, wired headsets, and secure storage cabinets for personal items, all within a clean and well-maintained workspace. The atmosphere can become lively and energetic when many representatives are on the phones, reflecting a fast-paced, high-volume contact center. You will report to a supervisor who reports to a manager and then to a director, with a live hotline available to provide real-time assistance during calls. The position follows an initial on-site training schedule of 9:30 a.m. to 6:00 p.m. for the first 45 days, with no time off permitted during the early training period. After training, the standard schedule is 10:30 a.m. to 7:00 p.m. in a hybrid model, where the number of required in-office days each week depends on adherence, quality scores, and attendance. Based on performance, you may qualify for levels of hybrid or fully remote work, with corresponding bonus opportunities. Dress code is casual and relaxed, allowing jeans and shirts, while avoiding graphic T-shirts and ripped jeans. The organization leverages established call center technology and structured processes to support efficient service delivery, and it offers a stable, growth-oriented environment within a larger insurance group that has operated for decades in the property and mortgage insurance space Job Type & LocationThis is a Contract to Hire position based out of Daytona Beach, FL. Pay and BenefitsThe pay range for this position is $17.00 - $18.50/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) Workplace TypeThis is a hybrid position in Daytona Beach,FL. Application DeadlineThis position is anticipated to close on May 26, 2026. About TEKsystems 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. 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.