Job Posting
Position: Customer Experience Specialist
Position Location: Remote
The Customer Experience Specialist position handles customer service questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with a one-call resolution. The Customer Experience Specialist is responsible for assisting in day- to-day operation of the call center, and ensures work produced meets and exceeds Fairway’s Core Values
What you will do:
- Handles Customer Service Questions, Complaints and Billing Inquiries:
- Answering incoming phone calls from customers and internal business partners.
- Maintains good customer relations and ensures that all calls meet or exceed the department Quality Standards.
- Composes accurate written information for loan inquiries received from borrowers or corporate partners through web chat functionality.
- Resolves problems by clarifying issues, researching, exploring answers/alternative solutions, implementing solutions, and escalating issues that require more than a one-call resolution.
- Adheres to all key performance indicators set forth by the department.
- Responsible for outbound calls to customers, loan officers, or third parties in effort to resolve customer inquiries.
- Documents outgoing communications properly on servicing systems according to policies and procedures
- Identifies, properly escalates, and follows up with loan related issues identified
- Identifies issues and assess financial risk/exposure relating to the accounts
- Oversees and participates in special projects related to Servicing
What we are looking for:
- 2+ years of customer service experience
- 1+ years of related experience.
- Mortgage servicing experience.
- Knowledge and understanding of federal and state mortgage servicing requirements, standards, and processes.
- Knowledge and understanding of mortgage-related terms, such as escrow, taxes, closing documents, and insurance.
- Knowledge and understanding of loan processing systems; Encompass, MSP, & FICS preferred.
- Knowledge and understanding of mortgage servicing best practices.
- Demonstrated experience working in a fast paced and changing environment.
- Demonstrated experience with attention to detail, written and oral communication, multi-tasking, and working in a team atmosphere adhering to tight deadlines
At Fairway, we are committed to cultivating, fostering, and preserving a culture of diversity, equity, inclusion, and belonging. We do this with dialogue and advocacy through voluntary employee-led resource groups and corporate-sponsored events. We strive to attract, recruit, hire, develop, and retain the very best employees at all levels. Fairway is committed to embracing talent and supporting a culture of inclusivity, reflective of Fairway's Core Values.
Fairway is an equal opportunity employer & is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law.
What Fairway can offer YOU!
- Competitive compensation
- Benefits include medical and dental insurance.
- Life and Disability insurance
- Matching 401k
- Employee Stock Ownership Plan
- Paid Time Off plus company-paid holidays
- Employee discounts for wellness, pet insurance, auto and homeowner’s insurance, and MORE!
Need help finding the right job?
We can recommend jobs specifically for you! Click here to get started.
More About Fairway:
At Fairway Independent Mortgage Corporation, we're dedicated to providing an AMAZING EXPERIENCE for YOU every day.
Founded in April 1996, Fairway Independent Mortgage Corporation celebrated 27 years as of 2023! We employ over 5,200 employees nationwide. With a strong focus on purchase business, we strive to grow each year. We are proud to be awarded the 2023 J.D. Power award for being #1 in Mortgage Origination Customer Satisfaction and voted the #1 Best Mortgage Company to Work for 8 years running by Mortgage Executive Magazine based on Loan Officer votes.
Whether you’re looking to advance your career as a mortgage professional in our branch network or in a corporate support role, we offer a variety of opportunities to help you grow personally and professionally!
To view your rights as an employee in the United States, please view the following: https://mandatoryview.com
NOTE: If you are a current employee with Fairway Independent Mortgage Corporation, DO NOT submit a job application through this site. You must use this Internal Portal Site which is specifically for Fairway employees only to view & apply to job openings. Please note that not all jobs posted externally are posted internally, and vice versa. If you do not see the job you’re looking for, contact our Corporate Talent Acquisition Team for more information at Careers@fairwaymc.com.
