Description:

　　Overview:

　　The Customer Experience Specialist I, is an entry level customer service role 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).

　　Responsibilities:

　　• 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 Pennymac 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 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

　　Skills:

　　Customer service, Data entry, Call center, Customer support, Inbound call, Financial services, Customer service call center, Banking, mortgage, mortgage loan, mortgage processing, outbound calls

　　Top Skills Details:

　　Customer service,Data entry

　　Additional Skills & Qualifications:

　　Qualifications:

　　• Mortgage and/or financial services call center experience is a plus

　　• 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.)

　　Experience Level:

　　Entry Level

　　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.

　　We are an equal opportunity employers and will consider all applications without regard to race, genetic information, sex, age, color, religion, national origin, veteran status, disability or any other characteristic protected by law. To view the EEO is the law poster click here. Applicants with disabilities that require an accommodation or assistance a position, please call 888-472-3411 or email [email protected]. This is a dedicated line designed exclusively to assist job seekers whose disability prevents them from being able to apply online. Messages left for other purposes will not receive a response.