Mortgage Customer Experience Specialist

Customer Experience Specialist Location: On-site | Call Center | Full-time Schedule: Monday-Friday, 8:30 AM - 5:30 PM About the Role Join our Consumer Direct Lending division as a Customer Experience Specialist, an entry-level position dedicated to supporting customers through the loan origination journey. You'll serve as the primary point of contact following their licensed discussion with a Loan Officer, ensuring a seamless and supportive experience. This is a dynamic call center role for individuals passionate about service excellence and detail-oriented communication. Key Responsibilities As a Customer Experience Specialist, you will: + Act as a customer success advocate in a fast-paced Call Center environment + Manage high-volume inbound calls and texts efficiently + Perform routine data entry and validation tasks with precision + Respond to emails, calls, and chats from customers, third-party contacts, and internal PennyMac teams + Collaborate with multiple departments to expedite loan processing and resolve issues + Uphold behaviors aligned with the company's values and cultural standards + Execute additional duties as assigned Skills and Expertise We're looking for candidates with: + Strong customer service and support experience + Proficiency with inbound and outbound call handling + Familiarity with mortgage industry practices and loan servicing + Effective written and verbal communication skills + A customer-focused mindset and team-oriented attitude Required Qualifications + At least 1 year of recent experience in a Mortgage Contact Center (e.g. 2023-2025) + Comfort working in high-volume call environments + Proven ability to manage both inbound and outbound customer interactions + Stable job history with minimal gaps or job changes + Reside within 20 minutes of the office with reliable transportation and childcare arrangements Preferred by Leadership The Vice President seeks candidates who: + Have recent experience in mortgage contact centers (2022-2025 ideal) + Demonstrate meticulous attention to detail and quality + Are fully committed to working in-office, full time + Present a professional demeanor consistently Experience Level Entry Level - Ideal for those eager to build a career in mortgage and financial services 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 Phoenix,AZ. Application Deadline This position is anticipated to close on Aug 1, 2025. h4> 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. About TEKsystems and TEKsystems Global Services We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.