Customer Experience Specialist (Mortgage)
TEKsystems, St. Louis, MO, US, 63146
Salary min: $23.00
Salary max: $23.00
The *Customer Experience Specialist I* is an entrylevel customer service professional working in a highvolume call center environment supporting *Consumer Direct Lending*.
This role serves as the primary point of contact for consumers after their licensed conversation with a Loan Officer, guiding them through the loan origination process with clarity, accuracy, and exceptional service.
The specialist plays a key role in ensuring efficient workflows across the Mortgage Fulfillment Division (MFD) and upholding a positive customer experience throughout the loan journey.
*Key Responsibilities*
* Serve as a *customer success advocate* in a call center environment, providing timely and accurate support.
* Handle *inbound and outbound calls* and manage outbound text communication (with consumer consent).
* Respond to *highvolume inquiries* related to mortgage loan status, documentation needs, and next steps.
* Manage a *pipeline of up to 75 active loans*, typically supporting *60 new loans per week* (approx. 12 per day).
* Act as the *primary point of contact* for customers from origination through closing.
* Handle an estimated *30 calls per day*, including multiple interactions per loan.
* Perform accurate *data entry, document validation, and record updates* within loan systems.
* Handle routine inquiries via phone, email, chat, and communication with internal teams, consumers, and authorized third parties.
* Monitor work queues and take action to maintain service levels and processing timelines.
* Collaborate with multiple departments to *expedite issue resolution* and ensure smooth loan progression.
* Conduct preliminary research to resolve customer questions and identify next steps.
* Escalate complex or sensitive cases to team members or supervisors as needed.
* Consistently meet or exceed *productivity, quality, and customer service standards*.
* Adhere to established *policies, procedures, and compliance requirements*.
* Perform other duties as assigned to support departmental and organizational goals.
* Demonstrate behaviors aligned with the organization's *values, culture, and service expectations*.
*Additional Skills & Qualifications:*
An ideal candidate would be one looking to build a career with a key player in the mortgage industry and would have the exhibit the below qualifications:
* Minimum or 1 year of experience in the mortgage industry
* Must be a team player with strong attention to detail and able to work independently
* Strong phone presence / Customer Service presence
* Excellent critical thinking, problem solving, mathematical skills and sound judgment
* Effective time management skills to deliver work on time
* Capable communicator, written and oral
* Demonstrated proficiency with computers and mainstream computer applications (Microsoft, Google, etc.)
* Assessment score above 50.
*Experience Level*
Entry Level
*Job Type & Location*This is a Contract to Hire position based out of Saint Louis, MO.
*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 Saint Louis,MO.
*Application Deadline*This position is anticipated to close on Feb 27, 2026.
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.
This role serves as the primary point of contact for consumers after their licensed conversation with a Loan Officer, guiding them through the loan origination process with clarity, accuracy, and exceptional service.
The specialist plays a key role in ensuring efficient workflows across the Mortgage Fulfillment Division (MFD) and upholding a positive customer experience throughout the loan journey.
*Key Responsibilities*
* Serve as a *customer success advocate* in a call center environment, providing timely and accurate support.
* Handle *inbound and outbound calls* and manage outbound text communication (with consumer consent).
* Respond to *highvolume inquiries* related to mortgage loan status, documentation needs, and next steps.
* Manage a *pipeline of up to 75 active loans*, typically supporting *60 new loans per week* (approx. 12 per day).
* Act as the *primary point of contact* for customers from origination through closing.
* Handle an estimated *30 calls per day*, including multiple interactions per loan.
* Perform accurate *data entry, document validation, and record updates* within loan systems.
* Handle routine inquiries via phone, email, chat, and communication with internal teams, consumers, and authorized third parties.
* Monitor work queues and take action to maintain service levels and processing timelines.
* Collaborate with multiple departments to *expedite issue resolution* and ensure smooth loan progression.
* Conduct preliminary research to resolve customer questions and identify next steps.
* Escalate complex or sensitive cases to team members or supervisors as needed.
* Consistently meet or exceed *productivity, quality, and customer service standards*.
* Adhere to established *policies, procedures, and compliance requirements*.
* Perform other duties as assigned to support departmental and organizational goals.
* Demonstrate behaviors aligned with the organization's *values, culture, and service expectations*.
*Additional Skills & Qualifications:*
An ideal candidate would be one looking to build a career with a key player in the mortgage industry and would have the exhibit the below qualifications:
* Minimum or 1 year of experience in the mortgage industry
* Must be a team player with strong attention to detail and able to work independently
* Strong phone presence / Customer Service presence
* Excellent critical thinking, problem solving, mathematical skills and sound judgment
* Effective time management skills to deliver work on time
* Capable communicator, written and oral
* Demonstrated proficiency with computers and mainstream computer applications (Microsoft, Google, etc.)
* Assessment score above 50.
*Experience Level*
Entry Level
*Job Type & Location*This is a Contract to Hire position based out of Saint Louis, MO.
*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 Saint Louis,MO.
*Application Deadline*This position is anticipated to close on Feb 27, 2026.
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.