Customer Experience Specialist, I

LoanCare

Customer Experience Specialist I assisting homeowners with issues and requests in a call center environment. Providing exceptional customer service and managing inbound/outbound calls.

Posted 7/23/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-Level💰 $20 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service skills in a call center environment, effectively resolving inquiries and complaints while maintaining performance metrics. Possesses knowledge of mortgage products and applies problem-solving abilities to enhance the customer experience.

Highest-signal resume keywords

Customer Service PrinciplesCall Center ExperienceMortgage Product KnowledgeCommunication SkillsProblem-Solving Skills

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills

Attention to DetailJudgmentOwnership

Tools & Technologies

Telephony System

Certifications & Qualifications

High School Diploma

Industry Keywords

Customer ExperiencePerformance MetricsEscalation ProceduresRoot Cause AnalysisInbound/Outbound Calls

About the role

Key responsibilities & impact

Assist homeowners with routine or complex issues and requests in a call center environment
Use an advanced telephony system
Provide exceptional customer service, explain mortgage-based process information, and make decisions to resolve customer issues
Handle inbound/outbound calls from/to customers in a fast-paced environment while maintaining established performance metrics expectations and delivering quality service
Take ownership of the customer experience and demonstrate attributes in accordance with LoanCare brand experience expectations
Utilize good judgment and understanding of processes/procedures to effectively resolve customer issues
Obtain/evaluate all relevant information to handle inquiries and complaints accurately and efficiently
Accurately track/document all communications with customers to provide a detailed history of contact
Assist with identifying root causes and explain the best solution to promptly resolve customer concerns
Achieve targeted individual and team-based performance goals monthly
Follow escalation procedures to address customer concerns requiring additional research/resources to resolve
Direct requests and unresolved issues to the designated resource
All other duties as assigned.

Requirements

What you’ll need

High School Diploma or equivalent required.
Knowledge of customer service principles and practices
Excellent communication skills
Strong attention to detail and accuracy
Problem-solving and problem analysis skills
2 years of Call Center or Customer Service experience preferred
Basic mortgage product knowledge preferred

Benefits

Comp & perks

Health & Welfare Coverage: Optional medical, dental, vision, life, and disability insurance
Time Off: Paid holidays, vacation, and sick leave
Retirement & Investment: Fidelity National Financial matching 401(k) and employee stock purchase plans
Wellness Programs: Access to mental health resources, including free Calm memberships, and initiatives that promote physical and emotional well-being
Employee Recognition: Programs that celebrate achievements and milestones
Lifestyle & Learning Perks: Enjoy discounts on gym memberships, pet insurance, and employee purchasing programs, plus access to a tuition reimbursement program that supports your continued education and professional growth.