Customer Success Agent - Call Center Representative

Summary

Freedom Mortgage is seeking a Customer Success Agent to support its Call Center operations. The role provides exceptional customer service by answering questions, resolving issues, explaining policies and procedures, and assisting customers with loan information through phone and written communication.

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

Skills

• Must be local to Jacksonville, FL
• 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
• Standing/Sitting/Walking: Occasionally: requires this activity up to 33% of the time
• Kneeling/Crouching/Squatting/Bending: Occasionally: requires this activity up to 33% of the time
• Repetitive Hand Motion: Occasionally: requires this activity up to 33% of the time
• 0-1 Years related work experience preferred

Qualifications

Must Haves

• Must be local to Jacksonville, FL
• 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
• Standing/Sitting/Walking: Occasionally: requires this activity up to 33% of the time
• Kneeling/Crouching/Squatting/Bending: Occasionally: requires this activity up to 33% of the time
• Repetitive Hand Motion: Occasionally: requires this activity up to 33% of the time

Nice to Haves

• 0-1 Years related work experience preferred