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Customer Experience Specialist
2 months ago
TEKsystems Customer Experience Specialist - SAINT LOUIS, Missouri
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).
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 (where the consumer has provided express 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 to all customers’ mortgage loan inquiries/requests.
Effectively manage a pipeline of up to 75 loans
Perform routine data entry and validation tasks
Handle routine calls, emails and/or chat responses with internal employees, consumers &/or authorized 3rd parties
Monitor work queues and intervene as needed
Interact with multiple departments to expedite processing and/or issue resolution
Conduct preliminary or basic research to accurately resolve and respond to customer inquiries
Request assistance for escalated and/or more complex issues from department senior associates or supervisors
Meet outlined production and quality standards
Follow established Policy and Procedures
Perform other related duties as required and assigned
Skills & 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 of 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 the ability to effectively resolve problems
Demonstrated proficiency with computers and mainstream computer applications (Microsoft, Google, etc.)
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.
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