Sr. Customer Service Representative

Company: Robert Half
Location: Phoenix
Posted on: January 23, 2026

Job Description:

Job Description 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. Responsibilities: • 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.• 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.

Keywords: Robert Half, Casa Grande , Sr. Customer Service Representative, Accounting, Auditing , Phoenix, Arizona