Mortgage Customer Experience Specialist

Description

The Customer Experience Specialist I, is an entry level customer service role, operating in a call center environment and supporting Consumer Direct Lending. The individual acts as the primary consumer contact to guide a consumer through the loan origination process after the licensed discussion with a loan officer. The individual is a key contributor to facilitating efficient and effective processes that support business and customer service objectives. Responsibilities may be limited within a specific function/channel or across functions/channels within the Mortgage Fulfillment Division (MFD).

Operate in a Call Center environment as a customer success advocate

Receive inbound calls and make outbound calls to consumers

Receive inbound text messages (where the consumer has provided express consent) and facilitate outbound text messages to consumers

Answer high-volume, inbound calls or texts from current customers in a timely manner. Provide exceptional customer service to all customers’ mortgage loan inquiries/requests.

Effectively manage a pipeline of up to 75 loans

- currently 60 loans per week (12 loans per day)

- contractors will by the main POC for the customer from loan origination to loan closing, so they could be handling multiple calls a day for the same loan

- 30 calls per day currently

Performing routine data entry and validation tasks

Handling routine calls, emails and/or chat responses with internal employees, consumers &/or authorized 3rd parties

Monitoring work queues and intervening as needed

Interacting with multiple departments to expedite processing and/or issue resolution

Conduct preliminary or basic research in order to accurately resolve and respond to customer inquiries.

Must request assistance for escalated and/or more complex issues to department senior associates or supervisors.

Meet outlined production and quality standards.

Follow established Policy and Procedures

Performing other related duties as required and assigned

Demonstrating behaviors which are aligned with the organization’s desired culture and values

Qualifications

An ideal candidate would be one looking to build a career with a key player in the mortgage industry and would have the exhibit the below qualifications:

• Minimum or 1 year of experience Financial Services and, if possible, mortgage industry experience preferred

• Must be a team player with strong attention to detail and able to work independently

• Proven track record of direct customer contact via phone - delivering timely and accurate information in a fast-paced environment

• Excellent critical thinking, problem solving, mathematical skills and sound judgment

• Effective time management skills to deliver work on time

• Capable communicator, written and oral

• Demonstrated proficiency with computers and mainstream computer applications (Microsoft, Google, etc.)

• Assessment score above 50.

Hours

M-F 8:30a-5:30p. Office is open from 6a-8p, so there is some flexibility on working hours. Candidate needs to be available to work 7a-7p to cover in a pinch. Every person on team works one late night till 7p a week, but are allowed to come in later the following morning. Candidates are expected to work 2 Saturday shifts per quarter, from 8am - noon.

Fully In-Office M-F - candidate will receive equipment in case they need to work from home due to bad weather, or if they need to work OT on the weekends. No hybrid flexibility.