Mortgage Customer Experience Specialist

TEKsystems•St. Louis, MO

9d•$23 - $23•Onsite

About The Position

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).

Requirements

customer service
call center
mortgage
financial services

Responsibilities

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 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