Customer Experience Specialist

Description We are looking for a Customer Experience Specialist to support borrowers in a fast-paced contact center environment in Houston, Texas. This Long-term Contract opportunity is ideal for someone who enjoys resolving customer concerns, communicating clearly, and handling a wide range of account-related inquiries effectively. In this role, you will assist with mortgage servicing topics, payment questions, escrow and tax matters, refinance requests, and early-stage delinquency conversations while using multiple platforms and AI-enabled tools.

You will join a team that offers structured training, ongoing coaching, and strong opportunities for long-term growth.

Responsibilities:

- Respond to a high volume of inbound and outbound customer interactions related to mortgage servicing and general account support.

- Guide customers through questions involving payments, escrow activity, tax details, refinancing options, and other account concerns with accuracy and care.

- Address early-stage past-due accounts up to 60 days delinquent while maintaining a service-focused and detail-oriented approach.

- Navigate several internal systems and AI-assisted resources to research accounts, document conversations, and provide timely resolutions.

- Compose clear follow-up communication through email and related service channels when additional support or clarification is needed.

- Troubleshoot routine customer issues, including access or connectivity-related concerns, and direct more complex matters to the appropriate team when necessary.

- Participate in scheduled training, coaching, and post-training workflow expectations, including periodic rotational Saturday coverage with compensatory time provided.

- Maintain quality standards, compliance expectations, and accurate records during every customer interaction. Requirements - Previous experience in a call center or customer service setting with a strong focus on delivering a positive customer experience.

- Ability to manage conversations across service and early-stage collections while remaining calm, respectful, and solution-oriented.

- Comfort working across multiple browser windows, systems, and technology tools in a high-volume environment.

- Strong written and verbal communication skills, including clear and effective email correspondence.

- Resourceful mindset with the ability to adapt quickly to new processes, tools, and AI-supported workflows.

- Proven ability to stay organized, multitask effectively, and maintain attention to detail during customer interactions.

- Experience handling customer questions, resolving account issues, and supporting successful outcomes in a fast-paced setting. Talent Match®

Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app ()  and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit  for more information.

© 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use ()  and Privacy Notice () .