Customer Experience Specialist

Description We are looking for a Customer Experience Specialist to join a mortgage services team in Texas in a contract role with the potential for a permanent position. This position supports customers through a wide range of account-related questions, including payments, escrow and tax matters, refinance inquiries, and early-stage delinquency conversations. The role is ideal for someone who communicates with confidence, stays organized in a fast-paced call center setting, and can move comfortably between multiple systems while delivering a positive customer experience.

Responsibilities:
• Respond to a high volume of incoming and outgoing customer calls related to mortgage accounts, payment activity, escrow items, tax questions, and refinance requests.
• Guide customers through account concerns with professionalism while helping resolve early-stage past-due situations up to 60 days delinquent.
• Navigate several internal platforms and AI-supported tools to research a...