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Robert Half Logo Robert Half · Customer Service

Customer Experience Specialist

United States, Coppell · Job Posted May 27, 2026
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Job Description

This role is ideal for someone who thrives in a fast-paced contact center, communicates with confidence, and can deliver thoughtful support across a wide range of borrower needs. You will assist customers with mortgage-related questions, payment matters, escrow and tax concerns, refinance requests, and early-stage delinquency conversations while working across several digital platforms and AI-enabled tools. The position offers structured training, ongoing coaching, and a workplace with clear opportunities for long-term career growth.

Job Responsibility

  • Respond to a high volume of incoming and outbound customer interactions related to mortgage accounts with efficiency.
  • Guide borrowers through questions involving escrow activity, property taxes, payment processing, and refinance-related requests.
  • Support early-stage collections efforts for accounts up to 60 days past due while maintaining a service-focused and respectful customer experience.
  • Navigate multiple internal applications and AI-assisted resources to research account details and provide accurate information.
  • Document customer conversations thoroughly and complete follow-up tasks in a timely manner to ensure service continuity.
  • Resolve routine account issues, identify next steps for more complex concerns, and escalate when appropriate.
  • Participate in training, post-training scheduling, and periodic Saturday rotation coverage with provided compensatory time.
  • Contribute to a detail-focused team environment by following service standards, communication expectations, and business casual workplace guidelines.

Requirements

  • Previous experience in a call center or high-volume customer support environment is required.
  • Strong verbal and written communication skills with the ability to handle sensitive conversations professionally.
  • Ability to manage multiple browser-based systems and technology tools at the same time.
  • Comfortable assisting customers with payment-related discussions and early-stage collection activity.
  • Proven adaptability, sound judgment, and resourcefulness when working through customer issues.
  • Experience with email correspondence and accurate documentation is preferred.
  • Exposure to mortgage servicing or related financial services is helpful, but strong non-financial customer service experience is also valued.

What we offer

  • medical
  • vision
  • dental
  • life and disability insurance
  • 401(k) plan
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