Customer Experience Specialist, Home Lending

Responsibilities

• Answer inbound calls from prospective borrowers and applicants, guiding them through next steps and answering product questions.
• Respond to inbound email inquiries and manage real-time chat support.
• Resolve escalated applicant concerns professionally while following compliance and policy guidelines.
• Proactively identify and address applicant questions or pain points to support funnel conversion.
• Document borrower interactions accurately in Salesforce, Vesta, telephony, and chat platforms.
• Identify opportunities to improve customer experience processes, documentation, and messaging.
• Collaborate with Pods, Training, and Quality teams to ensure consistency across borrower touchpoints.

Requirements

• 1–2 years of experience in customer service, call center, or borrower support.
• Reside within 60 miles of Columbus, OH and work from the office at least two days per week.
• Excellent communication and interpersonal skills, including the ability to explain complex information clearly and professionally.
• Ability to handle sensitive or escalated customer conversations with empathy and professionalism.
• Comfort navigating multiple systems and tools simultaneously.
• Ability to work 9:00 AM–5:30 PM EST and occasional weekends.

Nice-to-Haves

• Call center or customer service experience in financial services or fintech.
• Experience in mortgage, home equity, or consumer lending operations.
• Familiarity with frontline customer support tools and knowledge management platforms.
• Experience in early-stage applicant engagement or lead nurturing.
• Comfort working in high-growth, change-oriented environments.

Compensation and Benefits

• Anticipated hourly rate: $23.41–$31.20 USD.
• Non-exempt position with biweekly hourly pay and overtime eligibility.
• Bonus opportunities and annual equity grants.
• 401(k) or Group Retirement Savings Plan with company match.
• Employee Stock Purchase Plan for eligible US employees.
• Medical, dental, vision, wellness, life insurance, and disability benefits.
• Paid time off, sick leave, company holidays, and paid family and parental leave.
• Family-centered benefits, Employee Assistance Program, financial wellness resources, and annual wellness and productivity allowances.
• Team events, employee resource groups, and onsite office perks.