Customer Experience Specialist; Mortgage

Position: Customer Experience Specialist (Mortgage)
The Customer Experience Specialist I is an entry‑level customer service professional working in a high‑volume call center environment supporting Consumer Direct Lending.

This role serves as the primary point of contact for consumers after their licensed conversation with a Loan Officer, guiding them through the loan origination process with clarity, accuracy, and exceptional service.

The specialist plays a key role in ensuring efficient workflows across the Mortgage Fulfillment Division (MFD) and upholding a positive customer experience throughout the loan journey.

Key Responsibilities

+ Serve as a customer success advocate in a call center environment, providing timely and accurate support.

+ Handle inbound and outbound calls and manage outbound text communication (with consumer consent).

+ Respond to high‑volume inquiries related to mortgage loan status, documentation needs, and next steps.

+ Manage a pipeline of up to 75 active loans, typically supporting 60 new loans per week (approx. 12 per day).

+ Act as the primary point of contact for customers from origination through closing.

+ Handle an estimated 30 calls per day, including multiple interactions per loan.

+ Perform accurate data entry, document validation, and record updates within loan systems.

+ Handle routine inquiries via phone, email, chat, and communication with internal teams, consumers, and authorized third parties.

+ Monitor work queues and take action to maintain service levels and processing timelines.

+ Collaborate with multiple departments to expedite issue resolution and ensure smooth loan progression.

+ Conduct preliminary research to resolve customer questions and identify next steps.

+ Escalate complex or sensitive cases to team members or supervisors as needed.

+ Consistently meet or exceed productivity, quality, and customer service standards.

+ Adhere to established policies, procedures, and compliance requirements.

+ Perform other duties as assigned to support departmental and organizational goals.

+ Demonstrate behaviors aligned with the organization's values, culture, and service expectations.

Additional Skills &

Qualifications:

An ideal candidate would be one looking to build a career with a key player in the mortgage industry and would have the exhibit the below qualifications:

- Minimum or 1 year of experience in the mortgage industry

- Must be a team player with strong attention to detail and able to work independently

- Strong phone presence / Customer Service presence

- Excellent critical thinking, problem solving, mathematical skills and sound judgment

- Effective time management skills to deliver work on time

- Capable communicator, written and oral

- Demonstrated proficiency with computers and mainstream computer applications (Microsoft, Google, etc.)

- Assessment score above 50.

Experience Level

Entry Level

Job Type & Location

This is a Contract to Hire position based out of Saint Louis, MO.

Pay and Benefits

The pay range for this position is $23.00 - $23.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

- Medical, dental & vision - Critical Illness, Accident, and Hospital - 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available - Life Insurance (Voluntary Life & AD&D for the employee and dependents) - Short and long-term disability - Health Spending Account (HSA) - Transportation benefits - Employee Assistance Program - Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully onsite position in Saint Louis,MO.

Final date to receive applications

This position is anticipated to close on Feb 27, 2026.

h4About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent…