Customer Experience Specialist

Essex mortgage is hiring for our Customer Experience Specialist position to assist our Servicing Department! We are looking to bring on a friendly, self-motivated, team player who seeks the opportunity to grow and learn.

Job Summary:

Responsible for overall Customer Experience for the Servicing division along with general servicing duties. This includes communication with our borrowers, loan officers, affiliated brokers, real-estate agents and any other business relationship parties. Customer relations in a call center environment along with office admin/clerical duties.

Essential Duties:

• Strengthens the customer relationship by effectively identifying customer needs, resolving issues and providing a Customer Experience that creates an exceptional experience
• Exceed all Daily, Weekly and Monthly call performance targets/metrics (e.g. answer time, abandon rate) as set forth by management
• Inbound calls along with Outbound welcome and payment reminder calls
• Answer all borrower calls and verify account information provided through servicing system validation in compliance with all data privacy regulations
• Accurately responds and educates borrowers on inbound service inquiries
• Identify borrower’s request/inquiry through effective listening skills
• Maintains borrower records and updates customer account information
• Follow and deliver scripted campaigns to the borrowers for determining proper transfer workflow to appropriate departments
• Maintain quality customer service at all times by following all company established protocols Articulate service options and resolutions to Essex borrowers and service providers (e.g. correspondents)
• Provide pertinent feedback/information to supervisors upon request
• Print and stuff servicing letters
• Administrative duties as assigned
• Perform other duties as assigned

Education and Experience

• Two years’ Customer Service experience in a customer call center is preferred
• Mortgage industry and/or Financial Services experience is a plus
• Ability to build rapport quickly to convert inquiries into proper transfers to departments/agents for resolution
• Bilingual skills are a plus
• Ability to handle high volume of phone calls
• Ability to multitask and effectively manage time
• Ability to communicate effectively – both in written and verbal form
• Desire to take personal responsibility to complete tasks and solve problems

• High school diploma or its equivalent
• Excellent organizational skills and strong work ethic.
• Ability to remain professional even under strenuous situations.
• Be able to empathize with a customer and take ownership of an issue.

Computer and Equipment Skills

• Intermediate in Microsoft Office programs (Word, Excel, PowerPoint)
• Word processing (speed and accuracy)
• MSP or FICS’ Mortgage Servicer a plus
• Email
• Internet software
• Use typical office equipment (computers, fax, phones, copiers, scanners, projectors, etc.)

Essex Mortgage is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without attention to race, color, religion, sexual orientation, gender identity, national origin, veteran status, disability or any other characteristic protected by law.

Job Type: Full-time

Pay: From $16.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Work Location: In person