Mortgage Customer Service Representative

Customer Experience Specialist

Candidate will work on the Customer Service "Customer Experience Specialist" role and will serve as the main point of contact for borrowers throughout the lending process. Role is 100% in office.

Responsibilities :

Handle roughly 80 loans in the pipeline at any given time

Field any "rollover" calls that are in others' queues, if the primary contact at Pennymac is unable to grab the call

Take any inbound calls from current borrowers to discuss loan status or answer any questions they have

Make time set outbound calls to customers to update them on current status of the loan or give them future expectations of what they might need to gather to keep loan moving. Those calls are roughly every 7 days

Make systematic outbound calls to update a status change in the loan and let borrower know the next step their file is moving too

After every call there will be an email sent to the borrower to verify and confirm conversation and any potential next steps

Document call in client contact system for internal reference purposes

Schedule closing times with borrower and can send out closing disclosures

Overview :

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).

Skills : Mortgage

Customer service

Top Skills Details : Mortgage

Customer service

Additional Skills & Qualifications :

Mortgage and / or financial services call center experience is a plus

Bilingual Spanish is a plus (not needed)

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.)

Experience Level : Entry Level

Job Type & Location :

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

Pay and Benefits :

The pay range for this position is $23.00 - $23.00 / 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 :

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)

Workplace Type :

This is a fully onsite position in Tampa,FL.

Application Deadline :

This position is anticipated to close on Nov 14, 2025.

About TEKsystems :

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. 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.