Customer Experience Specialist

We are looking for a Customer Experience Specialist to join a mortgage services team in Coppell, Texas in a fast-paced contract-to-permanent opportunity. This role is ideal for someone who excels at assisting customers over the phone, can shift smoothly between multiple platforms, and remains composed while handling both service-related questions and early-stage payment discussions. You will support borrowers with a range of account needs in a high-volume environment while delivering a detail-focused and helpful experience on every interaction.

Responsibilities:

• Respond to a high volume of inbound and outbound customer calls related to mortgage accounts, ensuring each interaction is handled with accuracy and care.
• Assist borrowers with questions involving payments, escrow matters, tax details, refinancing information, and other account-related concerns.
• Support early-stage collections activity for accounts up to 60 days past due while maintaining a respectful, service-focused approach.
• Navigate several internal systems and AI-enabled tools to research account information, document conversations, and provide timely resolutions.
• Communicate clearly through both phone and email channels to address customer needs and follow up on outstanding issues when needed.
• Manage changing priorities throughout the workday, including training schedules, post-training shift expectations, and periodic rotational Saturday coverage with compensatory time provided.
• Contribute to a positive customer experience by identifying practical solutions, reducing confusion, and guiding customers through next steps.
• Maintain business-casual workplace standards and represent the organization with care and consistency in all customer interactions.