Mortgage Customer Service Representative

In-Office Position

Tampa, FL 33632

Pay Rate: $23/hr

Schedule:

Monday - Friday 8:30am - 5:30pm (occasional flexible hours needed between 7am-7pm EST)

Contract to Hire

The Customer Experience Specialist I, is an entry level customer service role, operating in a call center environment and supporting Consumer Direct Lending. The individual acts as the primary consumer contact to guide a consumer through the loan origination process after the licensed discussion with a loan officer. The individual is a key contributor to facilitating efficient and effective processes that support business and customer service objectives.

Responsibilities may be limited within a specific function/channel or across functions/channels within the Mortgage Fulfillment Division (MFD).

• 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
• Perform routine data entry and validation tasks
• Handle routine calls, emails and/or chat responses with employees, consumers &/or authorized 3rd parties
• Monitor work queues and intervene as needed
• Interact 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
• Request assistance for escalated and/or more complex issues from department associates or supervisors
• Meet outlined production and quality standards
• Follow established Policy and Procedures
• Perform other related duties as required and assigned
• Demonstrate behaviours aligned with the organization’s desired culture and values

• Mortgage and/or financial services call center experience is a plus
• General understanding of applicable Federal, State and Local mortgage regulations is 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.)

This is a Contract to Hire position based out of Tampa, FL.

The pay range for this position is $23.00 – $23.00/hr.

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:

• 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)

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.