We are seeking Customer Experience Specialists to join our team and deliver exceptional service to homeowners. This role requires strong financial services experience and the ability to navigate complex processes. Candidates must successfully complete a 7-week training program (including nesting) to ensure readiness for the position.

What You’ll Do:

Your responsibilities will include handling three primary types of calls:
• Mortgage Maintenance: Status updates, payment processing, and general inquiries.
• Client Education: Explaining mortgage details and processes clearly.
• Soft Collections: Assisting customers within 30 days past due in a professional, empathetic manner.
Additional duties:
• Assist homeowners with routine or complex issues in a fast-paced call center environment.
• Use advanced telephony systems to manage inbound and outbound calls.
• Provide exceptional customer service, explain mortgage processes, and resolve issues effectively.
• Document all customer interactions accurately for detailed history tracking.
• Identify root causes and offer solutions promptly.
• Meet individual and team performance goals monthly.
• Follow escalation procedures and direct unresolved issues to appropriate resources.
• Perform other duties as assigned.

Qualifications:
• High School Diploma or equivalent required.
• Prior financial services experience strongly preferred.
• 2+ years in Call Center or Customer Service roles preferred.
• Basic mortgage product knowledge is a plus.
• Excellent communication skills, attention to detail, and problem-solving ability.
• Ability to work in a structured, metric-driven environment.

Equal Opportunity Employer / Disabled / Protected Veterans

The Know Your Rights poster is available here:
https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf

The pay transparency policy is available here:
https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf

For temporary assignments lasting 13 weeks or longer, AppleOne is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.

AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.
https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf

We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.