Jobs for People with MS: National MS Society

Description:

Overview:

The Customer Experience Specialist I, a crucial entry-level customer service role, plays a significant part in supporting Consumer Direct Lending. As the primary consumer contact, you will guide a consumer through the loan origination process after the licensed discussion with a loan officer. Your role is pivotal in facilitating efficient and effective processes that support our business and customer service objectives. Your 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 Policies and Procedures

• Performing other related duties as required and assigned

• Demonstrating behaviors that are aligned with the organization’s desired culture and values

Skills:

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

Top Skills Details:

Customer service, Data entry, loan processing, encompass, loan origination

Additional Skills & Qualifications:

Qualifications:

• Mortgage and financial services call center experience is a plus

• Bilingual Spanish is a plus (not required)

• 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 the 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.