Customer Experience Specialist

Company: TEKsystems
Location: Saint Louis
Posted on: May 3, 2025

Job Description:

DescriptionThe 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).Operate in a Call Center environment as a customer success advocateReceive inbound calls and make outbound calls to consumersReceive inbound text messages (where the consumer has provided express consent) and facilitate outbound text messages to consumersAnswer 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- currently 60 loans per week (12 loans per day)- contractors will by the main POC for the customer from loan origination to loan closing, so they could be handling multiple calls a day for the same loan- 30 calls per day currentlyPerforming routine data entry and validation tasksHandling routine calls, emails and/or chat responses with Pennymac employees, consumers &/or authorized 3rd partiesMonitoring work queues and intervening as neededInteracting with multiple departments to expedite processing and/or issue resolutionConduct 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 ProceduresPerforming other related duties as required and assignedDemonstrating behaviors which are aligned with the organization's desired culture and valuesSkills & QualificationsDirect Mortgage Processing experience OR recent bachelor degreed candidateSTRONG call center experienceSTRONG financial services experienceBilingual Spanish is a plusGeneral understanding of applicable Federal, State and Local mortgage regulations a plusMust be a team player with strong attention to detail and able to work independentlyProven track record at delivering timely and accurate information in a fast-paced environmentExcellent critical thinking, problem solving, mathematical skills and sound judgmentEffective time management skills to deliver work on timeCapable communicator, written and oralStrong negotiation skills with ability to effectively resolve problemsDemonstrated proficiency with computers and mainstream computer applications (Microsoft, Google, etc.)Pay and BenefitsThe pay range for this position is $23.00 - $23.00/hr.Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: --- 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 TypeThis is a fully onsite position in SAINT LOUIS,MO.Application DeadlineThis position is anticipated to close on May 14, 2025.About TEKsystems and TEKsystems Global Services

We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

Keywords: TEKsystems, Chesterfield , Customer Experience Specialist, Other , Saint Louis, Missouri