Job Description

Job Description

Description

Candidate will work on the Customer Service "Customer Experience Specialist" and will serve as the main point of contact for borrower throughout lending process:

Role is 100% in office.

- 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).

Responsibilities:

•\tOperate in a Call Center environment as a customer success advocate

•\tReceive inbound calls and make outbound calls to consumers

•\tReceive inbound text messages (where the consumer has provided express consent) and facilitate outbound text messages to consumers

•\tAnswer high-volume, inbound calls or texts from current customers in a timely manner. Provide exceptional customer service to all customers’ mortgage loan inquiries/requests.

•\tEffectively manage a pipeline of up to 75 loans

•\tPerforming routine data entry and validation tasks

•\tHandling routine calls, emails and/or chat responses with employees, consumers &/or authorized 3rd parties

•\tMonitoring work queues and intervening as needed

•\tInteracting with multiple departments to expedite processing and/or issue resolution

•\tConduct preliminary or basic research in order to accurately resolve and respond to customer inquiries.

•\tMust request assistance for escalated and/or more complex issues to department leader associates or supervisors.

•\tMeet outlined production and quality standards.

•\tFollow established Policy and Procedures

•\tPerforming other related duties as required and assigned

•\tDemonstrating behaviors which are aligned with the organization’s desired culture and values

Skills

mortgage, customer service

Top Skills Details

mortgage,customer service

Additional Skills & Qualifications

Qualifications:

•\tMortgage and/or financial services call center experience is a plus

•\tBilingual Spanish is a plus (not needed)

•\tGeneral understanding of applicable Federal, State and Local mortgage regulations a plus

•\tMust be a team player with strong attention to detail and able to work independently

•\tProven track record at delivering timely and accurate information in a fast-paced environment

•\tExcellent critical thinking, problem solving, mathematical skills and sound judgment

•\tEffective time management skills to deliver work on time

•\tCapable communicator, written and oral

•\tStrong negotiation skills with ability to effectively resolve problems

•\tDemonstrated proficiency with computers and mainstream computer applications (Microsoft, Google, etc.)

Experience Level

Entry Level

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 Tampa,FL.

Application Deadline

This position is anticipated to close on Oct 31, 2025.

h4> About TEKsystems:\n\n

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.

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

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.

Job Tags

Similar Jobs