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Customer Experience Specialist

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Robert Half

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Location:
United States , Coppell

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Category:
Call Center

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

We are looking for a Customer Experience Specialist to join a mortgage services team in Coppell, Texas in a fast-paced contract-to-permanent opportunity. This role is ideal for someone who excels at assisting customers over the phone, can shift smoothly between multiple platforms, and remains composed while handling both service-related questions and early-stage payment discussions. You will support borrowers with a range of account needs in a high-volume environment while delivering a detail-focused and helpful experience on every interaction.

Job Responsibility:

  • Respond to a high volume of inbound and outbound customer calls related to mortgage accounts, ensuring each interaction is handled with accuracy and care
  • Assist borrowers with questions involving payments, escrow matters, tax details, refinancing information, and other account-related concerns
  • Support early-stage collections activity for accounts up to 60 days past due while maintaining a respectful, service-focused approach
  • Navigate several internal systems and AI-enabled tools to research account information, document conversations, and provide timely resolutions
  • Communicate clearly through both phone and email channels to address customer needs and follow up on outstanding issues when needed
  • Manage changing priorities throughout the workday, including training schedules, post-training shift expectations, and periodic rotational Saturday coverage with compensatory time provided
  • Contribute to a positive customer experience by identifying practical solutions, reducing confusion, and guiding customers through next steps
  • Maintain business-casual workplace standards and represent the organization with care and consistency in all customer interactions

Requirements:

  • Prior experience in a call center or customer service setting, with the ability to manage frequent customer interactions efficiently
  • Strong verbal and written communication skills with a detail-oriented and empathetic approach to customer conversations
  • Comfort working across multiple browser windows, systems, and digital tools in a high-volume environment
  • Ability to adapt quickly, locate information independently, and use available resources to resolve issues effectively
  • Experience handling payment-related conversations or collections activity is preferred
  • Familiarity with mortgage servicing, borrower support, or related financial account inquiries is helpful
  • Proven ability to balance customer care with policy adherence and account resolution expectations
What we offer:
  • medical
  • vision
  • dental
  • life and disability insurance
  • 401(k) plan

Additional Information:

Job Posted:
May 04, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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