Customer Experience Specialist

Fairway Independent Mortgage Corporation • Carrollton, TX

1d • Onsite

About The Position

As a Customer Experience Specialist, you are the face (and voice) of our service commitment. You won't just answer phones; you’ll be a problem-solver and a liaison, bridging the gap between our customers, branches, and insurance partners. Your goal is simple but impactful: provide "one-touch" resolutions that turn a complex mortgage process into a seamless experience.

Requirements

• 1+ years in Mortgage Servicing and Customer Service.
• Proven ability to research complex issues and make sound business decisions.
• Proficiency in mortgage systems such as Encompass, MSP, or FICS.
• Solid understanding of mortgage terminology (escrow, taxes, closing docs) and federal/state servicing regulations.

Responsibilities

• Manage inbound and outbound communications with borrowers, insurance companies, and internal branches.
• Conduct thorough research to resolve inquiries promptly, striving for same-day solutions.
• Provide proactive daily updates to all stakeholders, ensuring no one is left in the dark during the research process.
• Partner with cross-functional teams, loan officers, and external vendors to streamline workflows and uphold compliance standards.
• Handle critical documentation, including insurance policies and servicing records, ensuring all administrative tasks align with operational procedures.
• Participate in special projects and team initiatives that push us toward continuous improvement.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed