DescriptionThe 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).Receive inbound calls and make outbound calls to consumersReceive inbound text messages (where the consumer has provided express consent) and facilitate outbound text messages to consumersAnswer 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
currently 60 loans per week (12 loans per day)
contractors will by the main POC for the customer from loan origination to loan closing, so they could be handling multiple calls a day for the same loan
30 calls per day currently
Performing routine data entry and validation tasksHandling routine calls, emails and/or chat responses with Pennymac employees, consumers &/or authorized 3rd partiesMonitoring work queues and intervening as neededInteracting with multiple departments to expedite processing and/or issue resolutionConduct preliminary or basic research in order to accurately resolve and respond to customer inquiries.Meet outlined production and quality standards.Follow established Policy and ProceduresPerforming other related duties as required and assignedDemonstrating behaviors which are aligned with the organization’s desired culture and valuesHours: M-F 8:30a-5:30p. Office is open from 6a-8p, so there is some flexibility on working hours. Candidate needs to be available to work 7a-7p to cover in a pinch. Every person on team works one late night till 7p a week, but are allowed to come in later the following morning. Candidates are expected to work 2 Saturday shifts per quarter, from 8am - noon. Skills & QualificationsDirect Mortgage Processing experience OR recent bachelor degreed candidateSTRONG call center experienceSTRONG financial services experienceBilingual Spanish is a plusGeneral understanding of applicable Federal, State and Local mortgage regulations a plusMust be a team player with strong attention to detail and able to work independentlyProven track record at delivering timely and accurate information in a fast-paced environmentExcellent critical thinking, problem solving, mathematical skills and sound judgmentEffective time management skills to deliver work on timeCapable communicator, written and oralStrong negotiation skills with ability to effectively resolve problemsDemonstrated proficiency with computers and mainstream computer applications (Microsoft, Google, etc.)Pay and BenefitsThe pay range for this position is $23.00 - $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 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 TypeThis is a fully onsite position in SAINT LOUIS,MO.Application DeadlineThis position is anticipated to close on Apr 7, 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.