Customer Experience Associate
Primary ResidentialArizona, United States
Posted November 11, 2025
Full Time
About the Company
Primary Residential Mortgage, Inc. (PRMI) is a nationwide independent residential mortgage banker with over 200 branches across 49 states. The company offers a full suite of loan products—including FHA, VA, USDA, HARP, fixed‑rate, adjustable‑rate, and reverse mortgages—to help customers secure home financing. PRMI’s distinctive “family‑style” culture prioritizes long‑term relationships, with an average loan officer tenure of seven years, and empowers agents to grow independently while maintaining strong support from the organization. By combining a broad product lineup with a stable, employee‑focused model, PRMI delivers reliable mortgage solutions and career stability for its partners.
Job Description
The Customer Experience Associate I will provide frontline support to PRMI’s customers, handling basic inquiries and resolving straightforward issues through various channels, providing consistent and accurate information and contributing to overall customer satisfaction.
Requirements
- Basic Support: Provide frontline support to customers via phone, email, chat, or in person.
- Issue Resolution: Assist customers with basic inquiries, troubleshooting, and problem-solving.
- Product Knowledge: Acquire a basic understanding of the company's policies and procedures to effectively assist customers.
- Documentation: Maintain accurate records of customer interactions and transactions.
- Escalation: Escalate complex issues to higher-level support or management as needed and in accordance with procedures.
- Feedback: Provide feedback to management regarding recurring issues or customer concerns.
- Performance: Demonstrate a basic ability to manage customer inquiries with professionalism and within a timely manner.
