Customer Experience Specialist

Teksystems is seeking experienced Mortgage Call Center Representatives for an on site position within St. Louis, MO

Responsibilities:

Operate in a Call Center environment as a customer success advocate

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

- 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 tasks

Handling routine calls, emails and/or chat responses

Monitoring work queues and intervening as needed

Interacting with multiple departments to expedite processing and/or issue resolution

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 & Qualifications

Direct Mortgage Processing experience OR recent bachelor degreed candidate

STRONG call center experience

STRONG financial services experience

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.)

Hours: M-F 8AM-5PM or 9PM-6PM

Experience Level

Entry Level