Customer Experience Associate

TEKsystems•Fort Worth, TX

2d•$22 - $23•Onsite

About The Position

The Customer Experience Specialist I is an entry‑level customer service role supporting Consumer Direct Lending operations. This position serves as the primary point of contact for consumers after their initial discussion with a licensed loan officer, guiding them through the loan origination process. The role plays a critical part in delivering a positive customer experience while supporting efficient mortgage fulfillment processes.

Requirements

Mortgage and/or financial services call center experience preferred
General understanding of mortgage regulations (Federal, State, and Local) is a plus
Strong customer service mindset with excellent verbal and written communication skills
Proven ability to work accurately and efficiently in a fast‑paced, high‑volume environment
Strong critical thinking, problem‑solving, and decision‑making skills
Effective time management and organizational skills
Ability to work independently while contributing as a team player
Strong negotiation and issue‑resolution skills
Proficient with computers and common applications (Microsoft, Google, etc.)

Responsibilities

Handle high‑volume inbound calls and place outbound calls to consumers regarding mortgage loan inquiries
Send and respond to inbound and outbound text messages (with consumer consent), emails, and chats
Manage a pipeline of up to 75 active loan files while meeting production and quality standards
Perform routine data entry, validation, and basic loan research to resolve customer inquiries
Monitor work queues and prioritize tasks to ensure timely follow‑up
Collaborate with internal departments to support issue resolution and loan processing
Escalate complex or non‑routine issues to associates or supervisors as needed
Follow established policies, procedures, and compliance requirements
Demonstrate behaviors aligned with organizational culture and customer‑focused values