Customer Experience Specialist ($22/hr - Mortgage Industry)

Customer Experience Specialist - Mortgage Servicing
Tampa, FL (On-site, North of Int. Airport)
Pay Rate: $22/hr
Schedule: Monday - Friday 8:30am-5:30pm EST
Anticipated Start Date: 9/16
Description:
- Handle roughly 80 loans in the pipeline at any given time
- Candidate will also field any "rollover" calls that are in others' queues, if the primary contact is unable to grab the call
- Take any inbound calls from current borrowers to discuss loan status or answer any questions they have. Calls will get routed to assigned associate, and then cascaded to someone with same skill level if POC unavailable.
- Make time set outbound calls to customers to update then on current status of the loan or give them future expectations of what they might need to gather to keep loan moving. Those calls are roughly every 7 days.
- Make systematic outbound calls to update a status change in the loan and let borrower know the next step their file is moving too.
- After every call there will be an email sent to the borrower to verify and confirm conversation and any potential next steps
- Document call in client contact system for internal reference purposes
- Schedule closing times with borrower and can send out closing disclosures
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 (MFD).
Qualifications:
Mortgage and/or financial services call center experience is a plus
General understanding of applicable Federal, State and Local mortgage regulations a plus
Must be a team player with strong attention to detail and able to work independently
Proven track record at delivering timely and accurate information in a fast-paced environment
Excellent critical thinking, problem solving, mathematical skills and sound judgment
Effective time management skills to deliver work on time
Capable communicator, written and oral
Strong negotiation skills with ability to effectively resolve problems
Demonstrated proficiency with computers and mainstream computer applications (Microsoft, Google, etc.)
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About 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 Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

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

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.