Customer Experience Specialist

Be part of a team that's committed to making a difference. We believe in our work and our customers.

Position Location

Remote Type

Office Location (if not fully remote):

Job Description

Customer Experience Specialist (Mortgage Servicing)

The Role at a Glance:

As a Customer Experience Specialist, you are the face (and voice) of our service commitment. You won't just answer phones; you’ll be a problem-solver and a liaison, bridging the gap between our customers, branches, and insurance partners. Your goal is simple but impactful: provide "one-touch" resolutions that turn a complex mortgage process into a seamless experience.

What You’ll Do (Essential Functions):

• Advocate for the Customer: Manage inbound and outbound communications with borrowers, insurance companies, and internal branches.

• Solve Problems in Real-Time: Conduct thorough research to resolve inquiries promptly, striving for same-day solutions.

• Maintain Transparency: Provide proactive daily updates to all stakeholders, ensuring no one is left in the dark during the research process.

• Collaborate Across the Board: Partner with cross-functional teams, loan officers, and external vendors to streamline workflows and uphold compliance standards.

• Manage the Details: Handle critical documentation, including insurance policies and servicing records, ensuring all administrative tasks align with operational procedures.

• Drive Innovation: Participate in special projects and team initiatives that push us toward continuous improvement.

Your Qualifications:

• Experience: 1+ years in Mortgage Servicing and Customer Service.

• Problem-Solving: Proven ability to research complex issues and make sound business decisions.

• Technical Savvy: Proficiency in mortgage systems such as Encompass, MSP, or FICS.

• Industry Knowledge: Solid understanding of mortgage terminology (escrow, taxes, closing docs) and federal/state servicing regulations.

Position Details:

• This is a full-time, in-office position based at our Carrollton, TX location.

Schedule & Availability:

• Standard Hours: This is a full-time role with a primary schedule of 8:30 AM – 5:00 PM CST, Monday through Friday.

• Weekend Flexibility: To best serve our customers, this position may include an occasional Saturday shift from 9:00 AM – 3:00 PM CST.

Fairway Home Mortgage, founded in 1996, is a nationwide leader in the mortgage industry. Customer service is at the heart of everything we do. We deliver personalized loan solutions with some of the fastest turn times in the industry. Our mission is to act as trusted advisors, guiding clients through every step of the mortgage process to exceed expectations and ensure satisfaction.

Our culture promotes innovation, growth, and collaboration, offering exciting career paths and professional development. Whether you're starting out or advancing your career, Fairway is a place where your skills and ambitions can thrive.

Current Employees: Head to the Fairway Careers Hub in Workday for internal job openings.

We post some job openings internally for our employees and others externally for the general public. If you cannot find the perfect role right now, do not hesitate to contact the Careers Team at [email protected]. We can answer any questions and keep you updated on future opportunities.

View our E-Verify and Right to Work notices HERE.

Important Notice to Job Seekers! We’ve been made aware of fraudulent messages falsely claiming to be from Fairway recruiters, including links to assessments. These are not legitimate and are not affiliated with Fairway Independent Mortgage Corporation. We’re working with our Information Security team to address this issue. Thank you for your vigilance and continued interest in joining Fairway! All official communication will come from verified Fairway email addresses or our official LinkedIn page. If you receive a suspicious message, please do not click any links and notify us.