Mortgage Processor

Overview

The Customer Experience Specialist I 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.

Responsibilities may be limited within a specific function/channel or across functions/channels within the Mortgage Fulfillment Division.

• Operate in a Call Center environment as a customer success advocate
• Receive inbound calls and make outbound calls to consumers
• Receive inbound text messages (where the consumer has provided express consent) and facilitate outbound text messages to consumers
• Answer high-volume, inbound calls or texts from current customers in a timely manner, providing 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
• 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 tenure 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 values.

This is a Contract to Hire position based out of Tampa, FL.

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.

• 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)

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

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.