Mortgage Customer Service Representative

Customer Experience Specialist

Candidate will work on the Customer Service "Customer Experience Specialist" role and will serve as the main point of contact for borrowers throughout the lending process. The role is 100% in office.

Responsibilities include:

• Handling roughly 80 loans in the pipeline at any given time
• Fielding any "rollover" calls that are in others' queues, if the primary contact is unable to grab the call
• Taking any inbound calls from current borrowers to discuss loan status or answer any questions they have
• Making time set outbound calls to customers to update them on the current status of the loan or give them future expectations of what they might need to gather to keep the loan moving
• Making systematic outbound calls to update a status change in the loan and let the borrower know the next step their file is moving too
• Sending an email to the borrower after every call to verify and confirm the conversation and any potential next steps
• Documenting calls in the client contact system for internal reference purposes
• Scheduling closing times with borrowers and sending out closing disclosures

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 include:

• Operating in a call center environment as a customer success advocate
• Receiving inbound calls and making outbound calls to consumers
• Receiving inbound text messages and facilitating outbound text messages to consumers
• Answering high-volume, inbound calls or texts from current customers in a timely manner
• Managing a pipeline of up to 75 loans
• Performing routine data entry and validation tasks
• Handling routine calls, emails, and/or chat responses with employees, consumers, and/or authorized third parties
• Monitoring work queues and intervening as needed
• Interacting with multiple departments to expedite processing and/or issue resolution
• Conducting preliminary or basic research to accurately resolve and respond to customer inquiries
• Requesting assistance for escalated and/or more complex issues to department leader associates or supervisors
• Meeting outlined production and quality standards
• Following established policies and procedures
• Performing other related duties as required and assigned
• Demonstrating behaviors which are aligned with the organization's desired culture and values

Skills: Mortgage, Customer Service

Top Skills Details: Mortgage, Customer Service

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: Entry Level

Pay and Benefits: The pay range for this position is $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:

• 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 Type: This is a fully onsite position in Tampa, FL.

Application Deadline: This position is anticipated to close on Oct 31, 2025.

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 regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information, or any characteristic protected by law.