Job Description

Quick Facts:

Pay Rate: $22 / hour
Location: Onsite only (no remote option/no hybrid option)
Experience Required: 2+ years of Mortgage Industry experience
Duration: Contract to hire

Overview:

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).

The main responsibilities of this position are:

Operate in a Call Center environment as a customer success advocate
Receive inbound calls and make outbound calls to consumers
Receive inbound text messages (where the consumer has provided express consent) and facilitate outbound text messages to consumers
Answer 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
Performing routine data entry and validation tasks
Handling routine calls, emails and/or chat responses with internal employees, consumers &/or authorized 3rd parties
Monitoring work queues and intervening as needed
Interacting with multiple departments to expedite processing and/or issue resolution
Conduct 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 Procedures
Performing other related duties as required and assigned
Demonstrating behaviors which are aligned with the organization’s desired culture and values

The ideal candidate will possess:

2+ years of Mortgage Industry experience
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.)Mission and Vision

We are a superior consulting firm focused on helping clients achieve their dreams and address complex situations with inspired people, deep expertise, and innovative technologies.

We are a perpetual career and opportunity enterprise, focused on building long-term benefits for our people and communities. We create collaborative and supportive relationships with our people, clients and communities. Our success enables us to invest time and resources to bettering the communities in which we live to help those communities thrive.

Inclusion and Diversity Statement

We value the contribution and wisdom of the team. At SolomonEdwardsGroup, we’ve built a vibrant and inclusive community. Our team members are curious, committed, and diverse. In keeping with our mission to build value through people, we cultivate a culture where differences are celebrated, and all members are treated fairly and equitably. Employees, business partners and our extended stakeholder family are empowered to share their experiences, ideas, perspectives; to be their whole selves. Benefits offered - Health insurance, sick leave, 401(k)

Salary range $22/hr W2. The specific compensation for this role will be determined based on the education, experience, location and skill set of the individual selected for this position.

Benefits offered - Health insurance, sick leave, 401(k)

SolomonEdwardsGroup, LLC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, gender identity, sexual orientation, or protected veteran status.

SolomonEdwardsGroup, LLC adheres to the California Consumer Privacy Act (CCPA). Your privacy is important to us, and we never sell your data to third parties. Personal information is only collected to match applicants with job opportunities. For more information on your rights, click here: https://solomonedwards.com/privacy-policy/#ccpa

#BFS

Job Types: Full-time, Contract

Pay: $22.00 per hour

Expected hours: 40 per week

Benefits: