Customer Experience Specialist

Job Summary:

As a Customer Experience Specialist, you will provide exceptional customer service by resolving inquiries and complaints across various channels. You'll leverage critical thinking and resources to address issues effectively and ensure a positive customer experience. Additionally, you'll serve as a liaison between customers, branches, and service partners, gathering feedback to enhance our services.

Job Details:

Temporary, six-month employment.

What you will do:

• Handle inbound and facilitate outbound calls, answering questions from customers, insurance companies, and branches.
• Performs research and provides resolution promptly, striving for one-touch, same-day resolution.
• Provides daily updates to internal and external customers regarding ongoing research.
• Works with team members, other departments, vendors, service providers, and external companies/entities to obtain information promptly and resolve research.
• Communicates verbally and in writing with internal and external customers.
• Processing insurance claims and endorsing checks for customers.
• Handles the mail received.
• Sorts and distributes insurance policies and default mail to the appropriate parties.

What we are looking for:

• 1+ year mortgage servicing experience
• 1+ year customer service experience

At Fairway, we are committed to cultivating, fostering, and preserving a culture of diversity, equity, inclusion, and belonging. We do this with dialogue and advocacy through voluntary employee-led resource groups and corporate-sponsored events. We strive to attract, recruit, hire, develop, and retain the very best employees at all levels. Fairway is committed to embracing talent and supporting a culture of inclusivity, reflective of Fairway's Core Values.

• Competitive compensation
• Benefits include medical and dental insurance.
• Life and Disability insurance
• Matching 401k
• Employee Stock Ownership Plan
• Paid Time Off plus company-paid holidays
• Employee discounts for wellness, pet insurance, auto and homeowner’s insurance, and MORE!