Customer Experience Associate

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

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

• No prior experience required.
• Strong communication, analytical, and problem‑solving skills.
• Ability to effectively and professionally handle difficult situations that may arise when working with branches/divisions.
• Ability to function well in a high‑paced and at times stressful environment.

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, an essential function of this job may require physical attendance in a defined office space (i.e., 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.

Equal Opportunity Employer. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.