Customer Experience Specialist

Customer Experience Specialist (Hybrid)

Location: Carrollton, TX

The Customer Experience Specialist plays an important role in delivering quality service to customers, business partners, and internal teams. This position handles inquiries, researches and resolves issues, and maintains clear communication throughout the resolution process. The role works closely with departments across the organization and external partners to support a positive customer experience and ensure compliance with servicing requirements.

Work Arrangement: This position is hybrid following an onsite training period at our Carrollton, Texas location.

Customer Support & Issue Resolution:

• Handle inbound calls and assist with outbound communications from customers, insurance companies, and branch personnel.
• Research customer concerns and provide timely resolutions whenever possible, focusing on one-touch, same-day service.
• Provide regular updates to customers and business partners regarding the status of ongoing requests and research efforts.
• Partner with internal departments and external vendors to support efficient processes and a positive customer experience.
• Work closely with branch managers and loan officers through a ticketing system to address customer concerns and uphold service and compliance standards.
• Process incoming customer experience correspondence, including returned mail, and update servicing records accordingly.
• Sort and distribute insurance policies and default-related mail to the appropriate parties.
• Complete servicing system tasks in accordance with established operational procedures.
• Assist with special projects and other business initiatives as assigned.

Additional Duties:

• Support team and departmental objectives through collaboration and active participation.
• Contribute to a professional, respectful, and inclusive work environment.
• Demonstrate Fairway's core values through daily work, decision-making, and interactions with others.
• Perform additional duties and responsibilities as assigned.

Required Experience:

• Minimum of 1 year of related professional experience.
• Minimum of 1 year of customer service experience.
• Minimum of 1 year of mortgage servicing experience.
• Experience working in a fast-paced, evolving environment.
• Experience building and maintaining effective relationships with internal and external partners.
• Strong research, problem-solving, and decision-making abilities.

Required Knowledge & Skills:

• Understanding of customer service principles and interpersonal communication best practices.
• Knowledge of federal and state mortgage servicing requirements, standards, and processes.
• Familiarity with mortgage servicing terminology, including escrow, taxes, insurance, and closing documents.
• Knowledge of mortgage servicing and loan systems, including Encompass, MSP, and FICS.
• Strong organizational skills with attention to detail.
• Ability to manage multiple priorities and follow through on tasks promptly.
• Effective verbal and written communication skills.

Fairway Independent Mortgage Corporation