Job Information
TEKsystems Loan Processor Specialist in Pasadena, California
Overview:
The 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).
Responsibilities:
Receive inbound calls and make outbound calls to consumers.
Receive inbound text messages (where the consumer has provided express consent) and facilitate outbound text messages to consumers.
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.
Effectively manage a pipeline of up to 75 loans.
Perform routine data entry and validation tasks.
Handle routine calls, emails, and/or chat responses with employees, consumers, and/or authorized third parties.
Monitor work queues and intervene as needed.
Interact with multiple departments to expedite processing and/or issue resolution.
Conduct preliminary or basic research to accurately resolve and respond to customer inquiries.
Request assistance for escalated and/or more complex issues to department associates or supervisors.
Meet outlined production and quality standards.
Follow established policies and procedures.
Perform other related duties as required and assigned.
Demonstrate behaviors aligned with the organization’s desired culture and values.
Skills:
Customer service, data entry, loan processing, encompass, loan origination.
Call center, customer support, financial services, mortgage processing, outbound calls.
Qualifications:
Mortgage and/or financial services call center experience is a plus.
Bilingual Spanish is a plus (not required).
General understanding of applicable Federal, State, and Local mortgage regulations is a plus.
Must be a team player with strong attention to detail and able to work independently.
Proven track record of 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 the ability to effectively resolve problems.
Demonstrated proficiency with computers and mainstream computer applications (Microsoft, Google, etc.).
Experience Level:
- Entry Level
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: • 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 Pasadena,CA.
Application Deadline
This position is anticipated to close on Feb 21, 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.