Customer Experience Specialist

Mortgage/Financial Loan Specialist

Role Overview

The Customer Experience Specialist I serves as the primary contact for consumers following their initial licensed discussion with a loan officer. This role supports the loan origination process by ensuring efficient communication, data accuracy, and timely resolution of inquiries. Responsibilities may span across multiple functions or be focused within a specific channel.

Key Responsibilities

• Handle high-volume inbound and outbound calls and texts with consumers
• Manage a pipeline of up to 75 active loans
• Perform routine data entry and validation tasks
• Respond to emails, chats, and calls from consumers, employees, and authorized third parties
• Monitor work queues and intervene when necessary

Preferred Skills

• Knowledge of mortgage regulations
• Mortgage/financial services call center experience
• Ideal for candidates with exposure to customer service, financial services, or mortgage operations