Customer Experience Specialist (Remote)

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

What We Are Looking For

• 3+ 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!