Customer Experience Specialist

Job Description

Description

\n\t\t\t\t\t

Overview : \nThe Customer Experience Specialist I, is an entry level customer service role 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).\n\nResponsibilities : \n

• \tReceive inbound calls and make outbound calls to consumers\n
• \tReceive inbound text messages (where the consumer has provided express consent) and facilitate outbound text messages to consumers\n
• \tAnswer high-volume, inbound calls or texts from current customers in a timely manner. Provide exceptional customer service to all customers’ mortgage loan inquiries / requests. \n
• \tEffectively manage a pipeline of up to 75 loans\n
• \tPerforming routine data entry and validation tasks\n
• \tHandling routine calls, emails and / or chat responses with Pennymac employees, consumers & / or authorized 3rd parties\n
• \tMonitoring work queues and intervening as needed\n
• \tInteracting with multiple departments to expedite processing and / or issue resolution\n
• \tConduct preliminary or basic research in order to accurately resolve and respond to customer inquiries.\n
• \tMust request assistance for escalated and / or more complex issues to department senior associates or supervisors. \n
• \tMeet outlined production and quality standards.\n
• \tFollow established Policy and Procedures \n
• \tPerforming other related duties as required and assigned\n
• \tDemonstrating behaviors which are aligned with the organization’s desired culture and values

\n\t\t\t\t\t

Skills

\n\t\t\t\t\t

Customer service, Data entry, loan processing, encompass, loan origination, Call center, Customer support, Inbound call, Financial services, Customer service call center, mortgage, mortgage loan, mortgage processing, outbound calls, mortgage lending

\n\t\t\t\t\t

Top Skills Details

\n\t\t\t\t\t

Customer service,Data entry,loan processing,encompass,loan origination

\n\t\t\t\t\t

Additional Skills & Qualifications

\n\t\t\t\t\t

Qualifications : \n

\n\t\t\t\t\t

Experience Level

\n\t\t\t\t\t

Entry Level

\n\t\t\t\t\t

Job Type & Location

This is a Contract to Hire position based out of Pasadena, CA.

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 :

Workplace Type

This is a fully onsite position in Pasadena,CA.

Application Deadline

This position is anticipated to close on Nov 7, 2025.

h4>

About TEKsystems : \n\n

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.

\n\n

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.

\n\nAbout TEKsystems and TEKsystems Global Services \n\n

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.

\n\n

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.