Customer Experience Associate

Position Purpose

The Customer Experience Associate I will provide frontline support to PRMI’s customers. They will handle basic inquiries and resolve straightforward issues through various channels, such as phone calls, emails, and chat. They will assist the customer with account level information, troubleshoot problems with their account, and maintain accurate records for interactions. They are responsible for providing consistent and accurate information and will focus on prompt and professional assistance to customers, contributing to overall customer satisfaction.

• Provide frontline support to customers via phone, email, chat, or in person.
• Assist customers with basic inquiries, troubleshooting, and problem-solving.
• Acquire a basic understanding of the company’s policies and procedures to effectively assist customers.
• Participate in extensive, ongoing training.
• Maintain accurate records of customer interactions and transactions.
• Ensure customer satisfaction by addressing concerns promptly and professionally.
• Escalate complex issues to higher‑level support or management as needed and in accordance with procedures.
• Provide feedback to management regarding recurring issues or customer concerns.
• Demonstrate a basic ability to manage customer inquiries with professionalism and within a timely manner.

• 0–12 months tenure.
• No prior experience required.
• Graduate level writing and communication skills.
• Strong communication, analytical, and problem‑solving skills.
• Ability to handle difficult situations professionally when working with branches/divisions.
• Ability to function well in a high‑paced and at times stressful environment.

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• Review and adhere to policies and guidelines contained within the Employee Handbook, including privacy and information security guidelines.
• Act within delegated authorities and adhere to applicable policy and procedures associated with such authorities.
• Contribute to establishing a respectful workplace where diversity is critical to innovation and growth.
• Ensure every action and decision is aligned with PRMI values.
• Partner with your management team to understand performance expectations and measurements, effectively utilizing feedback and coaching opportunities while seeking to learn and develop within your role at PRMI.
• Realize team synergies through networking and partnerships across PRMI.
• Embrace change; act as an advocate and role model, promoting an approach of continuous improvement.
• Maintain a high standard of customer care while actively listening to customers in an effort to understand their views and needs. Take ownership of problems and issues, considering the breadth of PRMI competencies in providing solutions.
• Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations.
• Work effectively as a team contributor on all assignments.
• Perform quality work within deadlines.
• Respect client and employee privacy.

Each employee must be able to communicate clearly and effectively, utilize a computer, maintain a work schedule, and effectively perform in an office setting. To maintain and ensure secure privacy of borrower (and other protected) information, this job may require physical attendance in a defined office space (e.g., branch or corporate office location). Employment with PRMI requires compliance with and adherence to all applicable mortgage and fair lending laws and regulations as well as PRMI policies.

The ability to work extended hours may be required.

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.