Mortgage Customer Experience Specialist

We are seeking a dedicated and motivated **Customer Experience Specialist** to join our team. This is an entry-level role designed to support various mortgage channels. As a key contributor, you will work in a fast-paced environment, ensuring that business processes run efficiently and customer service objectives are met. The ideal candidate will have a strong focus on customer success, with the ability to manage multiple tasks and maintain high standards of communication and service.

Mortgage Customer Experience Specialist Responsibilities:

- Serve as a customer success advocate within a call center environment.

- Handle inbound and outbound calls to assist consumers with mortgage inquiries.

- Manage inbound and outbound text messages, ensuring compliance with consumer consent.

- Respond promptly to high-volume calls and texts, providing exceptional customer service to address mortgage loan requests and inquiries.

- Efficiently manage a pipeline of up to 75 loans, ensuring all customer requests are handled effectively.

- Perform routine data entry and validation tasks to maintain accurate records.

- Respond to routine calls, emails, and chats with Pennymac employees, consumers, and authorized third parties.

- Monitor work queues and intervene as needed to ensure timely processing.

Mortgage Customer Experience Specialist Qualifications:

- 1 years of recent mortgage experience is required.

- High School Diploma or GED equivalent.

- Strong communication and organizational skills.

- Ability to manage multiple tasks in a fast-paced environment while maintaining high levels of accuracy and customer service.

Mission and Vision

We are a superior consulting firm focused on helping clients achieve their dreams and address complex situations with inspired people, deep expertise, and innovative technologies.

We are a perpetual career and opportunity enterprise, focused on building long-term benefits for our people and communities. We create collaborative and supportive relationships with our people, clients, and communities. Our success enables us to invest time and resources to better the communities we live in to help those communities thrive.

Inclusion and Diversity Statement

We value the contribution and wisdom of the team. At SolomonEdwardsGroup, we’ve built a vibrant and inclusive community. Our team members are curious, committed, and diverse. In keeping with our mission to build value through people, we cultivate a culture where differences are celebrated, and all members are treated fairly and equitably. Employees, business partners, and our extended stakeholder family are empowered to share their experiences, ideas, and perspectives; and to be their whole selves.

Salary range $24/hour W2. The specific compensation for this role will be determined based on the education, experience, location, and skill set of the individual selected for this position.

Benefits offered - Health insurance, sick leave, 401(k)

SolomonEdwardsGroup, LLC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, gender identity, sexual orientation, or protected veteran status.

SolomonEdwardsGroup, LLC adheres to the California Consumer Privacy Act (CCPA). Your privacy is important to us, and we never sell your data to third parties. Personal information is only collected to match applicants with job opportunities. For more information on your rights, click here: https://solomonedwards.com/privacy-policy/#ccpa

Our Recruiter Promise: Our talent acquisition team prioritizes integrity, professionalism, and transparency in every interaction. When you engage with SolomonEdwards, you can trust a respectful, secure experience from verified contacts. Copy/paste this URL to learn more about how we protect your candidate experience: https://solomonedwards.com/careers/our-recruiter-promise/