We are seeking Customer Experience Specialists to work on a team at our client site in St Louis, MO. This position is W2 hourly with Roth Staffing (please, no 3rd parties), with all work taking place onsite for our client. Our client is in the home loan lending industry, therefore, experience in financial services or mortgages is required.



The Customer Experience Specialist is an entry level customer service role, operating in a call center environment and supporting Consumer Direct Lending. As the Specialist, you will act as the primary consumer contact to guide a consumer through the loan origination process after the licensed discussion with a loan officer.


The Customer Experience Specialist will:



Operate in a Call Center environment as a customer success advocate


Answer high-volume, inbound calls or texts from current customers in a timely manner


Perform routine data entry and validation tasks


Handle routine calls, emails and/or chat responses with Pennymac employees, consumers and/or authorized 3rd parties


Interact with multiple departments to expedite processing and/or issue resolution


Perform other related duties as required and assigned


Demonstrate behaviors which are aligned with the organization's desired culture and values


Qualifications:



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


Bilingual Spanish is a plus


General understanding of applicable Federal, State and Local mortgage regulations a plus


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.)


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. To the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.