Customer Experience Specialist

Customer Experience Specialist

Must have excellent Customer Service skills in a call center environment.

Must have strong Mortgage and or financial industry experience.

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.

• 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
• Perform routine data entry and validation tasks
• Handle routine calls, emails and/or chat responses with employees, consumers & authorized 3rd parties
• Monitor work queues and intervene as needed
• Interact 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
• 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
• Perform other related duties as required and assigned
• Demonstrate behaviors aligned with the organization’s desired culture and value

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.

Entry level

Full‑time

Customer Service

Consumer Services

St Louis, MO

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