The Customer Experience Specialist 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).

The Customer Experience Specialist will:

1. Operate in a Call Center environment as a customer success advocate
2. Receive inbound calls and make outbound calls to consumers
3. Receive inbound text messages and facilitate outbound text messages to consumers
4. 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
5. Effectively manage a pipeline of up to 75 loans
6. Performing routine data entry and validation tasks
7. Monitoring work queues and intervening as needed
8. Interacting with multiple departments to expedite processing and/or issue resolution
9. Conduct preliminary or basic research in order to accurately resolve and respond to customer inquiries
10. Must request assistance for escalated and/or more complex issues to department senior associates or supervisors
11. Meet outlined production and quality standards
12. Follow established Policy and Procedures
13. Performing other related duties as required and assigned
14. Demonstrating behaviors which are aligned with the organization's desired culture and values

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.