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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