New

Customer Experience Specialist

TEKsystems
$23.00 / hr
life insurance, sick time, 401(k), retirement plan, remote work
United States, Missouri, St. Louis
Apr 22, 2025
Job Title: Customer Experience Specialist Job Description The Customer Experience Specialist is an entry-level customer service role operating in a call center environment, supporting Consumer Direct Lending. The individual acts as the primary consumer contact to guide consumers through the loan origination process after discussions with a loan officer. This role is vital in facilitating efficient and effective processes that support business and customer service objectives. Responsibilities may vary within specific functions or across functions within the Mortgage Fulfillment Division (MFD). Responsibilities * Operate in a call center environment as a customer success advocate. * Receive inbound calls and make outbound calls to consumers. * Receive inbound text messages (with consumer consent) 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 for all mortgage loan inquiries and requests. * Effectively manage a pipeline of up to 75 loans, currently handling about 60 loans per week (12 loans per day). * Act as the main point of contact for customers from loan origination to loan closing, handling multiple calls per day for the same loan. * Perform routine data entry and validation tasks. * Handle routine calls, emails, and chat responses with employees, consumers, and authorized third parties. * Monitor work queues and intervene as needed. * Interact with multiple departments to expedite processing and resolve issues. * Conduct preliminary research to accurately resolve and respond to customer inquiries. * Request assistance for escalated or more complex issues from senior associates or supervisors. * Meet outlined production and quality standards. * Follow established policies and procedures. * Perform other related duties as required and assigned. * Demonstrate behaviors aligned with the organization's desired culture and values. Essential Skills * Customer service experience in the mortgage industry or direct mortgage processing experience. * Recent bachelor's degree in a relevant field. * Strong call center experience. * Strong financial services experience. Additional Skills & Qualifications * Bilingual Spanish is a plus. * General understanding of applicable Federal, State, and Local mortgage regulations. * Strong attention to detail and ability to work independently. * Proven track record of delivering timely and accurate information in a fast-paced environment. * Excellent critical thinking, problem-solving, and mathematical skills. * Effective time management skills. * Strong written and oral communication skills. * Strong negotiation skills with the ability to effectively resolve problems. * Proficiency with computers and mainstream applications (Microsoft, Google, etc.). Why Work Here? We place a strong emphasis on contract-to-hire, with a focus on long-term additions to our MAC Customer Service team. We offer promotion opportunities based on performance, with a history of promoting from within. Once converted to full-time, employees are eligible for a quarterly bonus and a retention bonus. Join a team where your growth and success are valued. Work Environment The team consists of over 200 employees at the St. Louis location. The MST (Mortgage Servicing Team) handles all client interactions during the lending process, setting expectations, guiding clients with best practices, and providing support as needed. Communication is both phone and email-based. The environment is business casual, with clean cubicle offices. Work hours are Monday through Friday from 8:30 AM to 5:30 PM, with some flexibility between 7 AM and 7 PM. Each team member works one late night per week until 7 PM and two Saturday shifts per quarter from 8 AM to noon. The role is fully in-office, with equipment provided for remote work if necessary. Job Type & Location This is a Contract to Hire position based out of SAINT LOUIS, Missouri. 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. Application Deadline This position is anticipated to close on May 5, 2025. 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.