Mortgage Customer Experience Specialist

Customer Experience Specialist Contract:6 month contract to hire Location:Onsite in Pasadena, CA Pay:$24/hr Schedule:M-F, 8-5pm 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 • Performing routine data entry and validation tasks • Handling routine calls, emails and/or chat responses with 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 senior associates or supervisors. • 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 Requirements: • Call center experience is 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 ability to effectively resolve problems • Demonstrated proficiency with computers and mainstream computer applications (Microsoft, Google, etc.) Mission and Vision We are a superior consulting firm focused on helping clients achieve their dreams and address complex situations with inspired people, deep expertise, and innovative technologies. We are a perpetual career and opportunity enterprise, focused on building long-term benefits for our people and communities. We create collaborative and supportive relationships with our people, clients and communities. Our success enables us to invest time and resources to bettering the communities in which we live to help those communities thrive. Inclusion and Diversity Statement We value the contribution and wisdom of the team. At SolomonEdwardsGroup, we’ve built a vibrant and inclusive community. Our team members are curious, committed, and diverse. In keeping with our mission to build value through people, we cultivate a culture where differences are celebrated, and all members are treated fairly and equitably. Employees, business partners and our extended stakeholder family are empowered to share their experiences, ideas, perspectives; to be their whole selves. Benefits offered - Health insurance, sick leave, 401(k) Salary range $24/ HR W2. The specific compensation for this role will be determined based on the education, experience, location and skill set of the individual selected for this position. Benefits offered - Health insurance, sick leave, 401(k) SolomonEdwardsGroup, LLC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, gender identity, sexual orientation, or protected veteran status. SolomonEdwardsGroup, LLC adheres to the California Consumer Privacy Act (CCPA). Your privacy is important to us, and we never sell your data to third parties. Personal information is only collected to match applicants with job opportunities. For more information on your rights, click here: https://solomonedwards.com/privacy-policy/#ccpa #BFS Job Types: Full-time, Contract Pay: $24.00 per hour Benefits: • Dental insurance • Health insurance • Vision insurance Shift: • 8 hour shift • Morning shift Work Location: In person