Customer Success Agent - Call Center Representative

Freedom Mortgage

1d

About The Position

Must be local to Jacksonville, FL. The Agent, Customer Success will support FMC’s Call Center operations. The purpose of the role is to provide exceptional service to our customers, answering their queries, and resolving their issues. Provide energetic support and bring a positive attitude and willingness to learn. Ability to multitask and be comfortable in a fast-paced work environment. Top-notch communication skills, as you listen to, understand, engage with, and respond to customers - that includes over the phone, or via written communication like email or letter. Provide patience and politeness as you explain policies and procedures to customers, while always keeping a close eye on confidentiality and data security. Freedom Mortgage is committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, sex, marital status, sexual orientation, gender identity or expression, pregnancy, religion, national origin, age (40 and over), disability, military status, genetic information or any other basis protected by applicable federal, state, or local laws. Applicants as well as employees who are or become disabled must be able to satisfactorily perform the essential job functions of the position either with or without reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall review reasonable accommodations on a case-by-case basis in accordance with applicable law. The statements reflect the general duties and responsibilities considered necessary to perform the essential functions of the job and should not be considered as an all-inclusive list of all the work requirements of the position. Freedom Mortgage Corporation may change the specific job duties with or without prior notice based on the needs of the organization. For over 30 years, Freedom Mortgage has helped millions of Americans achieve their dreams of homeownership and financial betterment. The wellbeing and improvement of our customers’ lives and the communities in which they live fuels our ambition. We’re driven by boundless stamina and an unwavering focus on continuous collaboration, relentlessly seeking the right solutions for every customer and every loan every day. Here at Freedom, we’re ambitious, restless, and hungry to reach new heights for our customers and for ourselves. We’re deeply committed to caring for the communities in which we work. Focused and determined, we’re wired to help our customers and each other as we continue to achieve incredible results.

Requirements

• Must be local to Jacksonville, FL
• Provide energetic support and bring a positive attitude and willingness to learn.
• Ability to multitask and be comfortable in a fast-paced work environment.
• Top-notch communication skills, as you listen to, understand, engage with, and respond to customers - that includes over the phone, or via written communication like email or letter.
• Provide patience and politeness as you explain policies and procedures to customers, while always keeping a close eye on confidentiality and data security.
• High School Graduate/GED
• 0-1 Years related work experience preferred

Responsibilities

• Answering inbound and making outbound calls, responding to customer requests within set timeframes, and delivering an exceptional quality of service to every customer.
• Providing information and knowledgeable assistance by pulling up loan information and providing customers with the information they need quickly and accurately.
• Adhering to schedules, multitasking, meeting deadlines, and providing verbal and written responses to customers as required.
• Working as part of a dedicated team to explain policies and procedures to customers and find great solutions to their inquiries in a seamless and positive way.
• Build positive and pleasant relationships with our customers, whatever the circumstances, helping them feel secure and well-looked-after.
• Maintain regular and punctual attendance.
• Comply with all company policies and procedures.
• Performs other related duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees