Customer Experience Associate

Primary Residential Mortgage; Hurricane (UT); On-site; USD 36,000 - 48,000; Full time

Job summary

Primary Residential Mortgage seeks a Customer Experience Associate I to provide frontline support to borrowers and clients. You will address basic inquiries, troubleshoot simple issues, and document interactions across phone, email, and chat channels, ensuring accurate records and consistent information.

You will learn policies, participate in training, and contribute to a positive, timely, and professional experience while escalating complex matters as needed in a fast-paced environment.

Qualifications

• 0–12 months tenure.
• No prior experience required.
• Graduate level writing & communication skills.
• Strong communication, analytical, and problem-solving skills.
• Ability to handle difficult situations professionally.
• Ability to function well in a high-paced and occasionally stressful environment.

Responsibilities

• Provide frontline support to customers via phone, email, chat, or in person.
• Assist customers with basic inquiries, troubleshooting, and problem-solving.
• Acquire a basic understanding of the company’s policies and procedures to effectively assist customers.
• Participate in extensive, ongoing training.
• Maintain accurate records of customer interactions and transactions.
• Ensure customer satisfaction by addressing concerns promptly and professionally.
• Escalate complex issues to higher-level support or management as needed and in accordance with procedures.
• Provide feedback to management regarding recurring issues or customer concerns.
• Demonstrate a basic ability to manage customer inquiries with professionalism and within a timely manner.

Job description

Position Purpose

The Customer Experience Associate I will provide frontline support to PRMI’s customers. They will handle basic inquiries and resolve straightforward issues through various channels, such as phone calls, emails, and chat. They will assist the customer with account level information, troubleshooting problems with their account, and maintaining accurate records for interactions. They are responsible for providing consistent and accurate information. They will have a focus on prompt and professional assistance to customers, contributing to overall customer satisfaction.

Responsibilities

• Provide frontline support to customers via phone, email, chat, or in person.
• Assist customers with basic inquiries, troubleshooting, and problem‑solving.
• Acquire a basic understanding of the company’s policies and procedures to effectively assist customers.
• Participate in extensive, ongoing training.
• Maintain accurate records of customer interactions and transactions.
• Ensure customer satisfaction by addressing concerns promptly and professionally.
• Escalate complex issues to higher‑level support or management as needed and in accordance with procedures.
• Provide feedback to management regarding recurring issues or customer concerns.
• Demonstrate a basic ability to manage customer inquiries with professionalism and within a timely manner.

Qualifications

• 0 – 12 months tenure.
• No prior experience required.
• Graduate level writing & communication skills.
• Strong communication, analytical, and problem‑solving skills.
• Ability to handle difficult situations professionally.
• Ability to function well in a high‑paced and occasionally stressful environment.

Supervisory Responsibilities

NA

Preferences

NA

Company Conformance Statements

In the performance of assigned tasks and duties all employees are expected to conform to the following:

• Review and adhere to policies and guidelines contained within the Employee Handbook, including privacy and information security guidelines.
• Act within delegated authorities and adhere to applicable policy and procedures associated with such authorities.
• Contribute to establishing a respectful workplace where diversity is critical to innovation and growth.
• Ensure every action and decision is aligned with PRMI values.
• Partner with your management team to understand performance expectations and measurements. Effectively utilize feedback and coaching opportunities while seeking to learn and develop within your role at PRMI.
• Realize team synergies through networking and partnerships across PRMI.
• Embrace change; act as advocate and role model, promoting an approach of continuous improvement.
• Maintain a high standard of customer care while actively listening to customers in an effort to understand their views and needs. Take ownership of problems and issues, taking into consideration the breadth of PRMI competencies in providing solutions.
• Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations.
• Work effectively as a team contributor on all assignments.
• Perform quality work within deadlines.
• Respect client and employee privacy.

Work Requirements

Each employee must be able to communicate clearly and effectively, utilize a computer, maintain a work schedule, and perform effectively in an office setting. To maintain and ensure secure privacy of borrower (and other protected) information, an essential function of this job may require physical attendance in a defined office space (e.g., branch or corporate office location). Employment with PRMI requires compliance with and adherence to all applicable mortgage and fair lending laws and regulations as well as PRMI policies. The ability to work extended hours may be required.

Additional Notes

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.