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Customer Experience Specialist
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Robert Half
Coppell, TX (In Person)
Full-Time
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Job Description
Description 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. Requirements
- 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.