Join a Leading National Home Loan Lender and Start Your Career in Mortgage Excellence!

Are you ready to take the next big step in your career? Our client, a top national home loan lender, is growing fast and looking for a driven, Mortgage Customer Experience Specialist to join their high-energy team in Pasadena CA.

Mortgage Customer Experience Specialist in Pasadena CA

Location: US-CA-Pasadena

Contractor - Hourly Rate (FTE Equivalent): USD $24.00

Remote/Onsite: 100% Onsite

Duration: Temp to perm

Join Us and Build the Future of Mortgage Experience

Are you passionate about helping people, solving problems, and creating a smooth, stress-free experience for customers? Do you thrive in a fast-paced environment where every call, text, or interaction is an opportunity to make someone's day easier?

As a Mortgage Customer Experience Specialist, you'll be the friendly voice and trusted guide for customers navigating the home-loan journey. You'll work in a dynamic call-center environment supporting our Consumer Direct Lending team-empowering borrowers, answering questions, and ensuring their path from application to closing feels simple, transparent, and successful.

If you're energized by helping people and want to build a career in the mortgage industry, this is your chance to make an impact and grow with a winning team.

As a Mortgage Customer Experience Specialist, you will:

· Champion the Customer Experience

· Act as the primary point of contact for borrowers after initial discussions with a licensed Loan Officer.

· Deliver warm, friendly, top-tier customer service during inbound and outbound calls, texts, and emails.

· Communicate clearly, confidently, and compassionately to answer mortgage-related questions and guide customers every step of the way.

Keep the Process Moving

· Manage a pipeline of up to 75 active loans, ensuring customers always know their next steps.

· Coordinate with multiple departments to accelerate processing and resolve issues quickly.

· Monitor work queues, follow up proactively, and help remove roadblocks for customers.

Own the Details

· Complete high-accuracy data entry and validation tasks.

· Conduct basic research to resolve customer inquiries.

· Follow established policies, procedures, and compliance guidelines..

What You Bring to the Team

· 12+ months of mortgage experience (processing or customer contact preferred), or

· 2+ years of experience in a high-volume financial services call center.

· Bilingual Spanish skills? Huge plus!

· Strong attention to detail and ability to work independently.

· Excellent communication skills-written, verbal, and interpersonal.

· Problem-solving ability, sound judgment, and a calm demeanor under pressure.

· Proven time-management skills and the ability to thrive in a fast-paced environment.

· Understanding of mortgage regulations (Federal, State, Local) is a plus.

· High comfort level with technology and mainstream applications (Microsoft, Google, etc.).

· Strong negotiation skills and a genuine desire to help people succeed.

Why You'll Love Working Here

· You'll be part of a supportive, high-energy team.

· You'll learn the mortgage world from the inside out-perfect for building a long-term career.

· Every day brings new challenges, new conversations, and new opportunities to make a real impact.

· You'll help people achieve one of the biggest milestones of their lives: homeownership.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.