Customer Service Associate

Crosscountry-Mortgage,-LL; Hoboken (NJ); On-site; USD 60,000 - 80,000; Full time

Job summary

CrossCountry Mortgage in Hoboken, New Jersey, is seeking a Customer Service Associate to respond to inquiries, resolve issues, and deliver an exceptional client experience.

You’ll reference scripts when needed, escalate to supervisors, and regularly liaise with sales to stay current on products and services.

The role includes tracking customer accounts, identifying patterns for improvement, and contributing to CCM's award‑winning culture and benefits.

Qualifications

• Exemplary interpersonal, communication, and active listening skills.
• High school diploma, GED, or equivalent.
• Previous experience in a customer-facing role.

Responsibilities

• Respond to customer inquiries, product and service questions, and complaints.
• Refer to scripts and supervisors as needed.
• Meet with sales lead to gain product knowledge.
• Identify patterns in customer complaints and report improvements.
• Maintain and update customer accounts with new information.

Skills

Interpersonal skills

Communication skills

Active listening

Education

High school diploma or GED

Job description

Customer Service Associate

CrossCountry Mortgage Hoboken, New Jersey, United States

About this position

Do you love interacting with others, making connections, and helping people? Then you’re an excellent fit for the customer service representative position at our company! You’ll be responsible for responding to customer inquiries, mitigating service problems, and providing an exemplary customer experience.

Compensation:

60000 - 80000 yearly

Responsibilities:

• Respond to customer inquiries, product and service questions, and customer complaints


• Refer to customer scripts when working through difficult situations and refer to a supervisor, if necessary


• Regularly meet with sales lead to receive the newest service and product knowledge


• Find patterns in customer complaints and bring them to the team for improvement


• Keep track of customer accounts and make updates with new account information as necessary

Qualifications:

• Must possess exemplary interpersonal skills, communication skills, and active listening skills


• High school graduate, G.E.D. recipient, or equivalent


• Previous work in a customer-facing position

About Company

CrossCountry Mortgage (CCM) is the #1 retail mortgage lender. We have been recognized nine times on Inc. 5000’s Fastest-Growing Private Companies list and have received countless awards for our standout culture.

A culture where you can grow! CCM has created an exceptional culture, driving employee engagement, exceeding employee expectations, and directly impacting company success. At our core, our enterprising spirit empowers every employee to be who they are to help us move forward together. You’ll get unwavering support from all departments and total transparency from the top down.

CCM offers eligible employees a competitive compensation plan and a robust benefits package, including medical, dental, and vision, as well as a 401(k) with an employer match. We also offer company-provided short-term disability, an employee assistance program, and a wellness program.