Customer Experience Specialist

Job Description

The Customer Experience Specialist 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).

Roll and 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 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 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

Pay rate: $24-$25 hourly

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to View email address on click.appcast.io learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:

Skills and Requirements

Required Skills & Experience

Call center experience or high volume of inbound and outbound calling

Professionalism and communication skills

Ability to multitask Bilingual Spanish is a plus

General understanding of applicable Federal, State and Local mortgage regulations a plus

Demonstrated proficiency with computers and mainstream computer applications (Microsoft, Google, etc.)