Hybrid Customer Experience Specialist – Mortgage Servicing

Fairway Independent Mortgage Corp.; Carrollton (TX); Hybrid; USD 42,000 - 64,000; Full time

Job summary

Fairway Independent Mortgage Corp. in Carrollton, TX is seeking a Customer Experience Specialist for a hybrid position.

You will handle inquiries, resolve issues, and maintain clear communication to ensure a high level of customer satisfaction across customers, partners, and internal teams. The role emphasizes research, timely issue resolution, and collaboration with branch managers, loan officers, and vendors to meet servicing standards.

Qualifications

• Minimum 1 year of related professional experience.
• Minimum 1 year of customer service experience.
• Minimum 1 year of mortgage servicing experience.
• Experience working in a fast-paced, evolving environment.
• Experience building and maintaining effective relationships with internal and external partners.
• Strong research, problem-solving, and decision-making abilities.

Responsibilities

• Handle inbound calls and assist with outbound communications from customers, insurance companies, and branch personnel.
• Research customer concerns and provide timely resolutions whenever possible, focusing on one-touch, same-day service.
• Provide regular updates to customers and business partners regarding the status of ongoing requests and research efforts.
• Partner with internal departments and external vendors to support efficient processes and a positive customer experience.
• Work closely with branch managers and loan officers through a ticketing system to address customer concerns and uphold service and compliance standards.
• Process incoming customer experience correspondence, including returned mail, and update servicing records accordingly.
• Sort and distribute insurance policies and default-related mail to the appropriate parties.
• Complete servicing system tasks in accordance with established operational procedures.
• Assist with special projects and other business initiatives as assigned.
• Support team and departmental objectives through collaboration and active participation.

Skills

Customer service

Interpersonal skills

Mortgage servicing

Communication

Organizational skills

Problem solving

Tools

Encompass

MSP

FICS

Job description

Fairway Independent Mortgage Corp. in Carrollton, TX is seeking a Customer Experience Specialist for a hybrid position.

You will handle inquiries, resolve issues, and maintain clear communication to ensure a high level of customer satisfaction across customers, partners, and internal teams. The role emphasizes research, timely issue resolution, and collaboration with branch managers, loan officers, and vendors to meet servicing standards.