Job Information
TEKsystems Customer Experience Specialist (Mortgage Industry) in Tampa, Florida
Customer Experience Specialist - Mortgage Servicing
Tampa, FL
Pay Rate: $22/hr
Schedule: Monday - Friday 8:30am-5:30pm EST
Description:
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).
Qualifications:
• Mortgage and/or financial services call center experience is a plus
• General understanding of applicable Federal, State and Local mortgage regulations a plus
• Must be a team player with strong attention to detail and able to work independently
• Proven track record at delivering timely and accurate information in a fast-paced environment
• Excellent critical thinking, problem solving, mathematical skills and sound judgment
• Effective time management skills to deliver work on time
• Capable communicator, written and oral
• Strong negotiation skills with ability to effectively resolve problems
• Demonstrated proficiency with computers and mainstream computer applications (Microsoft, Google, etc.)
Pay and Benefits
The pay range for this position is $22.00 - $23.00/hr.
• 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 will be accepting applications until Dec 4, 2024.
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.