Mortgage Customer Experience Specialist

Crosscountry-Mortgage,-LL; Hoboken (NJ); On-site; USD 60,000 - 80,000; Full time

Job summary

CrossCountry Mortgage in Hoboken, New Jersey, is seeking a Customer Service Associate to respond to inquiries, resolve issues, and deliver an exceptional client experience.

You’ll reference scripts when needed, escalate to supervisors, and regularly liaise with sales to stay current on products and services.

The role includes tracking customer accounts, identifying patterns for improvement, and contributing to CCM's award‑winning culture and benefits.

Qualifications

• Exemplary interpersonal, communication, and active listening skills.
• High school diploma, GED, or equivalent.
• Previous experience in a customer-facing role.

Responsibilities

• Respond to customer inquiries, product and service questions, and complaints.
• Refer to scripts and supervisors as needed.
• Meet with sales lead to gain product knowledge.
• Identify patterns in customer complaints and report improvements.
• Maintain and update customer accounts with new information.

Skills

Interpersonal skills

Communication skills

Active listening

Education

High school diploma or GED

Job description

CrossCountry Mortgage in Hoboken, New Jersey, is seeking a Customer Service Associate to respond to inquiries, resolve issues, and deliver an exceptional client experience.

You’ll reference scripts when needed, escalate to supervisors, and regularly liaise with sales to stay current on products and services.

The role includes tracking customer accounts, identifying patterns for improvement, and contributing to CCM's award‑winning culture and benefits.