Customer Experience Specialist

Customer Experience Specialist I

The Customer Experience Specialist I is an entry-level customer service role supporting the Consumer Direct Lending team. This individual serves as the primary point of contact for consumers following their licensed discussion with a loan officer, guiding them through the loan origination process. The role contributes to efficient operations and exceptional customer service, with responsibilities spanning across functions and channels within the Mortgage Fulfillment Division.

Key Responsibilities:

• Receive inbound and make outbound calls to consumers
• Facilitate inbound and outbound text messages (with express consumer consent)
• Respond promptly to high-volume customer inquiries via phone or text regarding mortgage loan requests
• Manage a pipeline of up to 75 loans
• Perform routine data entry and validation tasks
• Handle routine communications (calls, emails, chats) with internal teams, consumers, and authorized third parties
• Collaborate with multiple departments to expedite processing and resolve issues
• Conduct basic research to accurately address customer inquiries
• Escalate complex issues to supervisors as needed
• Meet established production and quality standards

Required Skills:

• Customer service and call center experience
• Data entry and loan processing
• Familiarity with Encompass and loan origination systems
• Strong communication and interpersonal skills
• Ability to manage multiple tasks in a fast-paced environment
• Proficiency in Microsoft Office and Google Suite

Pay and Benefits:

The pay range for this position is $24.00/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 Type:

This is a fully onsite position in Pasadena, CA.

Application Deadline:

This position is anticipated to close on Sep 29, 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 regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.