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Robert Half Logo Robert Half · Call Center

Call Center Specialist

United States, Irving · Job Posted July 13, 2026
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Job Description

We are looking for a Call Center Specialist to join a Mortgage Services team in Irving, Texas. This Contract to Permanent opportunity is ideal for someone who thrives in a fast-paced call center, communicates with empathy and clarity, and wants to build a long-term career in mortgage and financial services. You will support customers with mortgage payment-related concerns, help resolve delinquency matters, and maintain accurate records while working fully on-site in a structured, high-volume environment.

Job Responsibility

  • Manage a steady volume of inbound and outbound calls with customers regarding past-due mortgage accounts and payment resolution options
  • Respond to borrower questions with patience and clarity, delivering service that is detail-oriented, respectful, and solutions-focused
  • Record conversation details, account updates, and next steps accurately within company systems to support proper follow-up
  • Apply established regulatory, quality, and service guidelines in every customer interaction
  • Attend training sessions, coaching meetings, and performance reviews to strengthen product knowledge and call handling skills
  • Work closely within a structured on-site call center setting while meeting productivity and service expectations
  • Support department goals by following assigned schedules and participating in the required monthly Saturday rotation
  • Assist with mortgage loss mitigation and collections-related activities as directed by department procedures

Requirements

  • Previous customer service experience in a call center environment is required
  • Ability to handle both inbound and outbound calls while maintaining accuracy and professionalism
  • Comfortable working in a metric-driven setting with monitored performance standards
  • Willingness to work on-site Monday through Friday in Irving, Texas, with availability for one half-day Saturday per month
  • Basic office and computer skills, including experience using customer service or call management software
  • Interest in learning mortgage servicing processes and growing within a structured financial services environment

Nice to have

Prior collections experience is helpful, though not mandatory

What we offer

  • Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance
  • Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan
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