MORTGAGE Customer Service Representative

TEKsystems is looking to hire fully onsite MORTGAGE Customer Service Reps for a large mortgage company out of STL!

**If you have reliable transportation, good to work the hours listed below, and have 2+ years of mortgage industry experience - send your most updated resume to rsison @ teksystems.com - resumes sent to this email will be interviewed first before resumes submitted through here.**

Job Title: Mortgage Loan Processor / Relationship Banker / Home Loan Processor

Hours: must be available to work between 7a-7p CST M-F, fully onsite

• Standard 40 hour work week with potential for overtime during peak periods, Saturday is only twice a quarter
  • Saturday hours are 8a-12p CST
• Training: M-F 8:30a-5:30p

Expected start date: 07/28/2025

Must haves:

• Must have reliable transportation
• 2+ years of mortgage industry experience, call center preferred
• Excellent verbal communication skills with the ability to clearly and effectively articulate information to callers, colleagues, and stakeholders over the phone
• Prior success in a customer service role including experience resolving complex requests and ensuring outstanding customer satisfaction
• Strong Microsoft Office Suite experience, analytical, and problem-solving skills, as well as programs used for claims processing, as well as the ability to navigate multiple software systems and monitors while assisting customers on the phone
• Excellent attention to detail and organizational skills
• Ability to work independently to organize and prioritize tasks, managing time to meet deadlines, understanding potential issues and taking appropriate steps to resolve
• Ability to collaborate effectively across departments and maintain professional communication with vendors and auditors, and ability to work independently and as part of a team

Job 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, answering high-volume inbound calls or texts from current customers in a timely manner, providing exceptional customer service to all customers’ mortgage loan inquiries and requests.
    • Effectively manage a pipeline of up to 75 loans (currently 60 loans per week – 12 loans per day) and you will be the main point of contact for the customer from loan origination to loan closing, so they could be handling multiple calls a day for the same loan – an average of 30 calls per day.
    • Perform routine data entry and validation tasks, handling routine calls, emails and/or chat responses with PennyMac employees, consumers & authorized 3rd parties.
    • Monitor work queues and intervening as needed, interacting with multiple departments to expedite processing and/or issue resolution, conducting 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 associates or supervisors, meeting 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.

Interview details: 1 virtual interview with me, and 1 final round onsite interview with the Hiring Manager (45 minutes) and this interview will be related to your

mortgage loan processing experience!