Customer Experience Specialist, Home Lending

📋 Description

• First point of contact for prospective borrowers and applicants
• Guide through next steps, answer product questions
• Handle escalations from applicants with empathy and professionalism
• Support funnel conversion by addressing common questions
• Collaborate with Pods, Training, and Quality teams to ensure consistency

🎯 Requirements

• 1–2 years in customer service, call center, or borrower support
• Reside within 60 miles of Columbus, OH; must work from office 2 days/wk
• Excellent communication; explain complex information clearly
• Experience handling sensitive conversations with professionalism
• Comfort using multiple systems (Salesforce, Vesta, telephony, chat)
• Ability to work standard hours (9 AM–5:30 PM EST); some weekends

🎁 Benefits

• Competitive compensation and equity grants
• 401(k) with company match
• Healthcare, dental, vision coverage
• Paid time off and holidays
• Ambience: onsite meals and stocked kitchens at select offices