Job Description
Role Overview
The Customer Experience Specialist is an entry‑level customer service role operating in a high‑volume call center environment within the financial services industry. This position serves as the primary point of contact for consumers following initial engagement with a licensed representative, guiding them through the next stages of a service or application process. The role plays a critical part in supporting efficient operations while delivering a positive, consistent customer experience.
Responsibilities may be focused within a specific function or span multiple functions, depending on business needs.
The pay rate for this role is $24 hourly.
Key Responsibilities
Operate in a call center environment as a customer success and service advocate
Handle inbound and outbound communications with consumers via phone, text, email, and chat
Respond to high‑volume customer inquiries in a timely and professional manner while delivering exceptional service
Manage an active pipeline of customer cases or applications, ensuring accuracy and timely progression
Perform routine data entry, validation, and documentation tasks
Communicate with internal teams, customers, and authorized third parties to support service delivery
Monitor assigned work queues and take action to address issues or delays as needed
Collaborate with multiple departments to help expedite processing and resolve issues
Conduct basic research to accurately address and resolve customer questions
Escalate complex or non‑routine issues to senior team members or supervisors as appropriate
Meet established productivity, quality, and service‑level standards
Adhere to all policies, procedures, and regulatory requirements
Perform other related duties as assigned
Demonstrate behaviors aligned with organizational values, culture, and customer‑centric principles
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
- Call center experience or high volume of inbound and outbound calling
- Professionalism and communication skills
- Ability to multitask
- 2-3 years of professional work experience
- Demonstrated proficiency with computers and mainstream computer applications (Microsoft, Google, etc.)
Nice to Have Skills & Experience
- Bilingual Spanish
- General understanding of applicable Federal, State and Local mortgage regulations
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.