Customer Experience Specialist

Job Description

Job Description

We are looking for a Customer Experience Specialist to join a mortgage services team in Texas in a contract role with the potential for a permanent position. This position supports customers through a wide range of account-related questions, including payments, escrow and tax matters, refinance inquiries, and early-stage delinquency conversations. The role is ideal for someone who communicates with confidence, stays organized in a fast-paced call center setting, and can move comfortably between multiple systems while delivering a positive customer experience.

Responsibilities:
• Respond to a high volume of incoming and outgoing customer calls related to mortgage accounts, payment activity, escrow items, tax questions, and refinance requests.
• Guide customers through account concerns with professionalism while helping resolve early-stage past-due situations up to 60 days delinquent.
• Navigate several internal platforms and AI-supported tools to research account details, document interactions, and provide accurate information.
• Deliver clear written and verbal communication when handling follow-up messages, service updates, and customer inquiries.
• Maintain productivity and service quality standards in a fast-paced call center environment with changing customer needs.
• Participate in training, coaching, and post-training support to build product knowledge and strengthen call handling performance.
• Support rotating Saturday coverage on a scheduled basis, with compensatory time provided according to team guidelines.• Previous experience in customer service or a call center environment, with the ability to manage frequent customer interactions efficiently.
• Strong communication skills and a detail-oriented approach to balancing service support with payment collection conversations.
• Comfort working across multiple browser windows, systems, and technology tools at the same time.
• Ability to learn new processes quickly and remain resourceful when resolving customer issues.
• Experience handling inbound calls, outbound calls, and email correspondence in a high-volume setting.
• Familiarity with mortgage servicing, payment processing, escrow, or related financial account support is preferred.
• Dependable attendance, adaptability, and the ability to perform well in a structured team environment.