MUST HAVE Mortgage Customer Experience Associate - ONSITE

TEKsystems•Carrollton, TX

17h•$22 - $23•Onsite

About The Position

Overview: The Customer Experience Specialist I, is an entry level customer service role 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). Responsibilities: • 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 Pennymac 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

Requirements

Customer service
call center
mortgage
originations
servicing
banking
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.)

Responsibilities

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 Pennymac 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