Job Title: Customer Experience Specialist I Department: Consumer Direct Lending Experience Level: Entry Level Overview: The Customer Experience Specialist I is an entry-level customer service role supporting the Consumer Direct Lending team. This individual serves as the primary point of contact for consumers after their initial discussion with a licensed loan officer, guiding them through the loan origination process. The role contributes to efficient operations and a positive customer experience, with responsibilities that may span specific functions or multiple channels within the Mortgage Fulfillment Division. Key Responsibilities: + Handle high-volume inbound and outbound calls and text messages (with consumer consent). + Provide timely and exceptional service for mortgage loan inquiries. + Manage a pipeline of up to 75 active loans. + Perform routine data entry and validation. + Respond to inquiries via phone, email, and chat from consumers, internal teams, and authorized third parties. + Monitor work queues and take action to maintain workflow. + Collaborate with internal departments to expedite processing and resolve issues. + Conduct basic research to resolve customer inquiries accurately. + Escalate complex issues to associates or supervisors. + Meet established production and quality standards. + Follow company policies and procedures. + Demonstrate behaviors aligned with company culture and values. + Perform other duties as assigned. cRequired Skills: + Customer service + Data entry + Loan processing + Encompass (loan origination system) + Call center operations + Mortgage lending rPreferred Qualifications: + Experience in financial services or collections call centers + Bilingual in Spanish (preferred, not required) + Familiarity with federal, state, and local mortgage regulations + Strong attention to detail and ability to work independently + Proven ability to deliver accurate information in a fast-paced environment + Excellent problem-solving, critical thinking, and time management skills + Effective written and verbal communication + Strong negotiation and conflict resolution skills + Proficiency in Microsoft Office and other mainstream applications Pay and Benefits The pay range for this position is $24.00 - $24.00/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 Type This is a fully onsite position in Pasadena,CA. Application Deadline This position is anticipated to close on Sep 1, 2025. h4>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. About TEKsystems and TEKsystems Global Services We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.