Customer Experience Specialist Houston, TX | Robert Half

Customer Experience Specialist

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.