Senior Customer Service Representative Job at Robert Half (Phoenix)

Senior Customer Service Representative

Robert Half

Location:
United States , Phoenix

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

We are looking for a dedicated and experienced Senior Customer Service Representative to join our team in Phoenix, Arizona. In this role, you will play a pivotal part in assisting homeowners by providing exceptional service and resolving financial challenges. This is a long-term contract position offering the opportunity to contribute to a fast-paced and dynamic environment while championing positive homeowner experiences.

Job Responsibility:

Provide personalized assistance to homeowners facing financial difficulties, building trust and negotiating payment arrangements to ensure customer satisfaction
Accurately document all collection activities, including inbound and outbound communications, using the company’s platform
Coordinate and submit account modifications, forbearances, extensions, and repayment plans to support homeowners
Offer guidance and mentorship to other team members, leading key departmental initiatives and projects as needed
Collaborate closely with internal teams, including Loan Administration and Default Servicing, to address account discrepancies and resolve issues
Conduct skip tracing and loan calculations, such as amortization schedules and simple interest, to ensure accurate account management
Identify opportunities for process enhancements and recommend improvements to optimize workflows
Maintain compliance with industry regulations and handle sensitive documentation with the utmost confidentiality
Utilize workforce tools and partner with workforce management teams to improve operational efficiency

Requirements:

A minimum of 3 years of experience in collections, with a strong background in customer service
Proficiency in skip tracing and conducting loan calculations, including amortization schedules and simple interest
Familiarity with tools such as Google Suite, Zendesk, Salesforce, and other workforce management systems
Demonstrated ability to handle sensitive documentation and maintain confidentiality
In-depth knowledge of industry regulations and compliance standards
Exceptional time management skills and the ability to prioritize tasks effectively
Strong interpersonal skills and the ability to assess and meet homeowner needs
Experience in call center customer service with a focus on soft-pay collections and superior problem-solving capabilities

What we offer:

medical, vision, dental, and life and disability insurance
eligible to enroll in our company 401(k) plan

Additional Information:

Job Posted:
January 07, 2026

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