Customer Experience Specialist
Customer Experience Specialist
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Be part of a team thats committed to making a difference. We believe in our work and our customers.
Position Location
Remote Type
HybridOffice Location (if not fully remote):
4201 Marsh Lane Carrollton Texas 75007Job Description
In this vital role youll go beyond just answering questions. Youll be a customer advocate leveraging your critical thinking skills and our resources to provide swift effective solutions across phone and email channels. Youll also play a key role in improving our services by gathering valuable feedback and collaborating with internal teams and external partners.
What Youll Do:
Be a Customer Champion: Handle inbound and outbound calls addressing questions from customers insurance companies and branches with professionalism and accuracy.
Resolve with Speed: Conduct thorough research to provide prompt often one-touch same-day resolutions. Keep customers and internal teams updated on ongoing inquiries.
Collaborate for Success: Work seamlessly with cross-functional teams and external vendors to ensure smooth customer experiences and efficient processes.
Ensure Compliance: Partner with branch managers and loan officers through a ticketing system to address customer issues and uphold service and compliance standards.
Manage Records: Handle customer experience mail returned mail and documents meticulously servicing records as needed.
Support Operations: Sort and distribute insurance policies and default mail and complete servicing system tasks according to operational procedures.
Contribute to Projects: Assist with special projects as they arise.
What You Bring:
Experience: 1 years in a fast-paced environment preferably with 1 years in mortgage servicing and 1 years in customer service.
Relationship Management: Proven ability to effectively manage relationships with both internal and external partners.
Problem-Solving: Demonstrated experience researching information solving problems and making sound business decisions.
Industry Knowledge: Solid understanding of federal and state mortgage servicing requirements standards processes and related terms (escrow taxes closing documents insurance).
Tech Savvy: Familiarity with loan processing systems like Encompass MSP and FICS.
Communication: Excellent interpersonal skills and a solid understanding of customer service best practices.
At Fairway Independent Mortgage Corporation weve been committed to delivering exceptional service and fostering a culture of growth and collaboration since our founding in April 1996. We strive to make a meaningful impact in the communities we serve by living out our core values daily.
Explore rewarding career opportunities at Fairway from branch-based roles to corporate support positions. Join a team dedicated to helping others and achieving success together.
To view your rights as an employee in the United States you may select the following link:
Current Employees: Head to the Fairway Careers Hub in Workday for internal job openings.
We post some job openings internally for our employees and others externally for the general public. If you cannot find the perfect role right now do not hesitate to contact the Careers Team at . We can answer any questions and keep you updated on future opportunities
Required Experience:
Unclear Seniority
Employment Type
Full-Time
