Customer Success Agent - Call Center Representative

Freedom Mortgage

1d • Onsite

About The Position

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. This role requires energetic support, a positive attitude, willingness to learn, and the ability to multitask in a fast-paced work environment. Top-notch communication skills are essential for engaging with customers over the phone and via written communication, as is patience and politeness when explaining policies and procedures, while maintaining confidentiality and data security. 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. The company is driven by boundless stamina and an unwavering focus on continuous collaboration, relentlessly seeking the right solutions for every customer and every loan every day. Freedom Mortgage is ambitious, restless, and hungry to reach new heights for its customers and for itself, deeply committed to caring for the communities in which it works, and focused on helping customers and each other achieve incredible results.

Requirements

• Must be local to Jacksonville, FL.
• High School Graduate/GED
• Energetic support and a positive attitude and willingness to learn.
• Ability to multitask and be comfortable in a fast-paced work environment.
• Top-notch communication skills, including listening, understanding, engaging with, and responding to customers over the phone or via written communication (email or letter).
• Patience and politeness when explaining policies and procedures to customers.
• Close eye on confidentiality and data security.

Nice To Haves

• 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