Customer Experience Specialist

Description:

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 Performing routine data entry and validation tasks Handling routine calls, emails and/or chat responses with Pennymac employees, consumers &/or authorized 3rd parties Monitoring work queues and intervening as needed Interacting with multiple departments to expedite processing and/or issue resolution Conduct preliminary or basic research in order to accurately resolve and respond to customer inquiries. Must request assistance for escalated and/or more complex issues to department senior associates or supervisors. Meet outlined production and quality standards. Follow established Policy and Procedures Performing other related duties as required and assigned Demonstrating behaviors which are aligned with the organization’s desired culture and values

Skills:

Customer support, Customer service, Call center, inbound and outbound calls, loan servicing, mortgage loan

Top Skills Details:

Customer support,Customer service,Call center,inbound and outbound calls

Additional Skills & Qualifications:

Mortgage and/or financial services call center experience is a plus Bilingual Spanish 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.)

Experience Level:

Intermediate Level

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.