Customer Experience Specialist I-Remote 11-8 or 12-9 EST Shifts Available

We are seeking a Customer Experience Specialist who enjoys collaborating with clients, industry partners, and internal teams to maximize outcomes for homeowners.

Responsibilities

• Assist homeowners with routine or complex issues and requests in a call center environment
• Use an advanced telephony system
• Provide exceptional customer service, explain mortgage-based process information, and make decisions to resolve customer issues
• Handle inbound/outbound calls from/to customers in a fast-paced environment while maintaining established performance metrics expectations and delivering quality service
• Take ownership of the customer experience and demonstrate attributes in accordance with LoanCare brand experience expectations
• Utilize good judgment and understanding of processes/procedures to effectively resolve customer issues
• Obtain/evaluate all relevant information to handle inquiries and complaints accurately and efficiently
• Accurately track/document all communications with customers to provide a detailed history of contact
• Assist with identifying root causes and explain the best solution to promptly resolve customer concerns
• Achieve targeted individual and team-based performance goals monthly
• Follow escalation procedures to address customer concerns requiring additional research/resources to resolve
• Direct requests and unresolved issues to the designated resource
• All other duties as assigned

Requirements

• High School Diploma or equivalent required
• Knowledge of customer service principles and practices
• Excellent communication skills
• Strong attention to detail and accuracy
• Problem-solving and problem analysis skills

Qualifications

• 2 years of Call Center or Customer Service experience preferred
• Basic mortgage product knowledge preferred

Benefits

LoanCare’s Total Rewards Package offers a comprehensive blend of health and welfare, financial, lifestyle, and learning benefits to support employee well-being and engagement.

• Health & Welfare Coverage: Optional medical, dental, vision, life, and disability insurance
• Time Off: Paid holidays, vacation, and sick leave
• Retirement & Investment: Fidelity National Financial matching 401(k) and employee stock purchase plans
• Wellness Programs: Access to mental health resources, including free Calm memberships, and initiatives that promote physical and emotional well-being
• Employee Recognition: Programs that celebrate achievements and milestones
• Lifestyle & Learning Perks: Discounts on gym memberships, pet insurance, and employee purchasing programs, plus access to a tuition reimbursement program that supports continued education and professional growth

Pay

$20.00 per hour

Schedule

Working conditions are normal for an office environment. Ability to attend work and be productive during normal business hours and to work early, late, or weekend hours as needed for successful job performance. Overtime required as necessary. Remote work requires a quiet, private place in your home and a high-speed internet connection with a minimum network download speed of 25 megabits per second (MBPS) and a minimum network upload speed of 10 MBPS.