Mortgage Fulfillment Manager - Customer Experience Operations at TEKsystems

Description

The Mortgage Fulfilment Customer Experience Manager will supervise and monitor Customer Service activities, ensuring staff provides timely, friendly and effective service to customers while maximizing employee production and quality. As the Manager, you will provide oversight and coaching of staff to achieve department goals.

The Mortgage Fullfillment Customer Experience Manager will:

Lead a team of Customer Experience Specialists (7 CES to lead on each team) focused on providing best in class consumer experience in the Mortgage Fulfillment Division

Manage, monitor and measure the performance of queues and processes

Manage daily queue and ensure all staff are adhering to schedules including shifts, specialty skills, vacations, meetings and training

Oversee coordination within the division and across all areas within the organization to ensure consistent and proper execution

Effectively leverage resources to monitor queue performance, identify patterns and trends causing issues and work towards business solutions

Develop new and more innovative, efficient processes to improve overall end to end cycle times or improve quality

Support, recommend and implement technology initiatives

Routinely review staff performance of key metrics and work with staff daily to improve performance

Perform other related duties as required and assigned

Demonstrate behaviors which are aligned with the organization’s desired culture and values

Skills & Qualifications

Management experience in a Call Center Environment with proven strong customer service skills

Ability to work with call monitoring tools/software

Demonstrated success with pipeline management

Financial Services and mortgage industry experience required    

Strong understanding of applicable Federal, State and Local mortgage regulations

Advance knowledge of Microsoft Office (Excel, Access, Word and PowerPoint)

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Job Type & Location

This is a Contract to Hire position based out of Saint Louis, MO.

Pay and Benefits

The pay range for this position is $33.65 - $33.65/hr.

Eligibility requirements apply to some benefits and may depend on your job
classification and length of employment. Benefits are subject to change and may be
subject to specific elections, plan, or program terms. If eligible, the benefits
available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully onsite position in Saint Louis,MO.

Application Deadline

This position is anticipated to close on Nov 21, 2025.

h4>About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.