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).

The Customer Experience Specialist will:

• 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

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