Customer Experience Specialist

We are looking for a Customer Experience Specialist to join a mortgage services team in Coppell, Texas in a contract capacity with the potential for a long-term opportunity. This position supports customers in a fast-paced contact center, assisting with mortgage-related questions while delivering thoughtful, attentive service across both inbound and outbound interactions. The role is ideal for someone who can move confidently between multiple systems, communicate clearly, and handle early-stage delinquency conversations with a customer-first approach. Extensive training, coaching, and long-term growth opportunities are available for individuals who thrive in a high-volume environment.

Responsibilities:
• Respond to a high volume of incoming and outgoing customer contacts regarding mortgage servicing, account activity, and general loan-related concerns.
• Guide customers through questions tied to escrow, property taxes, payment activity, refinance-related requests, and other account support needs.
• Manage early-stage collections outreach for accounts up to 60 days past due while maintaining consistency, empathy, and compliance standards.
• Navigate several internal platforms and AI-enabled support tools to research accounts, document interactions, and provide accurate resolutions.
• Deliver clear written and verbal communication when handling follow-up correspondence, account updates, and service-related explanations.
• Support customers with payment-related matters, including resolving issues, explaining options, and helping remove barriers to timely account management.
• Maintain strong performance in a structured call center setting by balancing service quality, efficiency, and attention to detail.
• Participate in training, coaching, and ongoing development to build product knowledge and progress within the organization.• Previous experience in customer service or a call center environment, with the ability to manage frequent customer interactions effectively.
• Strong communication skills, including the ability to de-escalate concerns and handle sensitive payment discussions professionally.
• Comfort working across multiple browser windows, systems, and digital tools at the same time.
• Adaptability and sound judgment when researching information and identifying solutions in a fast-moving support environment.
• Ability to manage both service-focused inquiries and early-stage collections conversations with confidence and tact.
• Experience handling email correspondence and documenting customer interactions accurately.
• Background in mortgage servicing, payment support, or other regulated customer-facing environments is preferred.
• Willingness to work assigned schedules following training, including a rotating Saturday shift with compensatory time provided.