Job Description
Job DescriptionJob Title: Customer Experience Representative
Work Model: 100% Remote (equipment provided)
Position Overview
The Customer Experience Representative I provides high-quality support to homeowners in a fast-paced call center environment. This position requires strong attention to detail, excellent communication skills, and the ability to handle complex financial inquiries with professionalism and empathy.
Training: 7 weeks, 9:00 AM–6:00 PM EST
Combination of classroom instruction, live call simulations, and supplemental training
Schedule (Post-Training): Monday–Friday, 12:00 PM–9:00 PM EST
Rotating Saturday shifts every 3 weeks, 8:00 AM–3:00 PM EST
Weekly hours adjusted to maintain a 40-hour workweek (flex day during Saturday weeks)
Responsibilities
Handle inbound and outbound calls related to mortgage servicing and account inquiries
Deliver exceptional customer service while explaining processes and resolving issues
Accurately document all interactions and maintain data integrity
Identify root causes of customer concerns and offer appropriate solutions
Follow escalation procedures as needed
Consistently meet individual and team performance goals
Complete all required training and maintain compliance with internal policies
Qualifications
High School Diploma or equivalent required
Strong communication, problem-solving, and analytical skills
Attention to detail and accuracy in data entry and documentation
Preferred Qualifications
2+ years of customer service or call center experience
Basic understanding of mortgage or financial products
Equal Opportunity Employer / Disabled / Protected Veterans
The Know Your Rights poster is available here:
https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRi…
The pay transparency policy is available here:
https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_…
For temporary assignments lasting 13 weeks or longer, the Company is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.
We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.
AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.
https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Partici…
We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
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Company DescriptionThis company offers growth and a great group of people to work with.
Company Description
This company offers growth and a great group of people to work with.