Customer Experience Specialist

We are looking for a Customer Experience Specialist to join a mortgage services team in Texas in a contract capacity with the potential for a long-term opportunity. This role is ideal for someone who thrives in a fast-paced contact center, communicates with confidence, and can deliver thoughtful support across a wide range of borrower needs. You will assist customers with mortgage-related questions, payment matters, escrow and tax concerns, refinance requests, and early-stage delinquency conversations while working across several digital platforms and AI-enabled tools. The position offers structured training, ongoing coaching, and a workplace with clear opportunities for long-term career growth.

Responsibilities:
• Respond to a high volume of incoming and outbound customer interactions related to mortgage accounts with efficiency.
• Guide borrowers through questions involving escrow activity, property taxes, payment processing, and refinance-related requests.
• Support early-stage collections efforts for accounts up to 60 days past due while maintaining a service-focused and respectful customer experience.
• Navigate multiple internal applications and AI-assisted resources to research account details and provide accurate information.
• Document customer conversations thoroughly and complete follow-up tasks in a timely manner to ensure service continuity.
• Resolve routine account issues, identify next steps for more complex concerns, and escalate when appropriate.
• Participate in training, post-training scheduling, and periodic Saturday rotation coverage with provided compensatory time.
• Contribute to a detail-focused team environment by following service standards, communication expectations, and business casual workplace guidelines.• Previous experience in a call center or high-volume customer support environment is required.
• Strong verbal and written communication skills with the ability to handle sensitive conversations professionally.
• Ability to manage multiple browser-based systems and technology tools at the same time.
• Comfortable assisting customers with payment-related discussions and early-stage collection activity.
• Proven adaptability, sound judgment, and resourcefulness when working through customer issues.
• Experience with email correspondence and accurate documentation is preferred.
• Exposure to mortgage servicing or related financial services is helpful, but strong non-financial customer service experience is also valued.