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

Performing routine data entry and validation tasks

Handling routine calls, emails and/or chat responses with company 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

Skills & Qualifications:

Mortgage and/or financial services call center experience is a plus

General understanding of applicable Federal, State and Local mortgage regulations a plus

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

Proven track record at 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

Strong negotiation skills with ability to effectively resolve problems

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

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.