customer experience specialist.

- Hourly Pay: Starts at $16.00/hour, with flexibility to negotiate up to $18.00/hour for highly qualified candidates.
- Schedule: Variable shift scheduled Monday through Friday, between the hours of 9:00 AM and 8:00 PM.

This Customer Experience Specialist position focuses on strengthening borrower relationships through proactive communication, effective problem-solving, and personalized service across the full life cycle of mortgage servicing. The ideal candidate will consistently exceed performance metrics, maintain data privacy compliance, and create "Raving Fans" by delivering a positive, seamless experience with every interaction.

Responsibilities:
- Handle inbound service inquiries regarding mortgage servicing (such as payment details and account updates) and conduct outbound welcome and payment reminder calls.
- Comfortably initiate and manage collections calls, delivering scripted campaigns and effectively handling payment conversations with care and professionalism.
- Meet or exceed daily, weekly, and monthly performance targets, including average handle time, after-call wrap-up, hold time, and customer satisfaction metrics.
- Accurately verify, update, and maintain borrower records within the servicing system in full compliance with industry and data privacy regulations.
- Actively listen to borrower concerns, explain service options clearly, and seamlessly escalate complex cases to specialized departments when necessary.
- Assist with office tasks, process returned mail, and take on additional projects as assigned to support overall team goals.

Working hours: 9:00 AM - 8:00 PM

Skills:
- Associate's or Bachelor's degree in Business, Communications, or a related field is preferred.
- Prior experience handling both inbound and outbound calls in a blended environment is highly preferred.
- Experience in mortgage servicing, collections, financial services, or a related field is a plus.

Education:
High School

Experience:
1-4 years

Qualifications:
- High School Diploma or GED required.
- 1?2 years of experience in a customer service or call center environment.
- Proficiency with CRM systems, call center software, and intermediate Microsoft Office programs (Word, Excel, PowerPoint). Familiarity with MSP or FICS Mortgage Servicer software.
- Exceptional verbal and written communication skills, a clear speaking voice, and the ability to maintain professionalism in stressful situations.

Work Environment & Rules:

- No Cellphone Policy: To ensure strict compliance with data privacy regulations and safeguard borrower information, employees must adhere to a strict no-cellphone policy while on the production floor.
- Physical Demands: Ability to sit for extended periods at a workstation, read computer screens, use typical office equipment, and occasionally lift up to 10 pounds unassisted.


Ready to take the next step in your career? Apply today with your resume!

Spherion has helped thousands of people just like you find work happiness! Our experienced staff will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temp-to-perm or direct hire opportunities, no one works harder for you than Spherion.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Spherion, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact Callcenter@spherion.com.

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Spherion offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).