Customer Experience Specialist

• Respond to a high volume of incoming and outgoing customer calls related to mortgage accounts, payment activity, escrow items, tax questions, and refinance requests.
• Guide customers through account concerns with professionalism while helping resolve early-stage past-due situations up to 60 days delinquent.
• Navigate several internal platforms and AI-supported tools to research account details, document interactions, and provide accurate information.
• Deliver clear written and verbal communication when handling follow-up messages, service updates, and customer inquiries.
• Maintain productivity and service quality standards in a fast-paced call center environment with changing customer needs.
• Participate in training, coaching, and post-training support to build product knowledge and strengthen call handling performance.
• Support rotating Saturday coverage on a scheduled basis, with compensatory time provided according to team guidelines.

• Previous experience in customer service or a call center environment, with the ability to manage frequent customer interactions efficiently.
• Strong communication skills and a detail-oriented approach to balancing service support with payment collection conversations.
• Comfort working across multiple browser windows, systems, and technology tools at the same time.
• Ability to learn new processes quickly and remain resourceful when resolving customer issues.
• Experience handling inbound calls, outbound calls, and email correspondence in a high-volume setting.
• Dependable attendance, adaptability, and the ability to perform well in a structured team environment.

Familiarity with mortgage servicing, payment processing, escrow, or related financial account support is preferred.

• medical, vision, dental, and life and disability insurance
• enrollment in company 401(k) plan