Customer Success Agent - Call Center Representative

Freedom Mortgage; New York (NY); On-site; USD 31,000 - 37,000; Full time

Job summary

Freedom Mortgage is seeking a Customer Success Agent local to Jacksonville, FL to support its Call Center operations and deliver exceptional service to customers. The role involves answering inquiries by phone or written communication, explaining policies, and ensuring data confidentiality in a fast-paced environment.

The position requires a High School Diploma or GED with 0–1 year of related experience. Strong communication, patience, and multitasking abilities are essential as you address

Qualifications

• High school diploma or GED required.
• 0–1 year of customer service or related experience preferred.
• Strong verbal and written communication skills.

Responsibilities

• Answer inbound and outbound calls delivering exceptional service.
• Pull up loan information and provide quick, accurate details to customers.
• Explain policies clearly while maintaining confidentiality and data security.
• Adhere to schedules, meet deadlines, and provide verbal and written responses as required.
• Build positive relationships with customers to ensure they feel secure and well-supported.
• Maintain regular attendance and comply with company policies.

Skills

Clear communication

Multitasking

Patience and politeness

Active listening

Education

High School Diploma or GED

Job description

Summary: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.Essential Job Duties and Responsibilities include: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.

Education and/or Experience :High School Graduate/GED

0-1 Years related work experience preferred

Licensure, Certification, Requirements:None requiredSpecialized Skills & Knowledge RequirementsN/APeople Management Level:This position is an individual contributor.Workplace Conditions: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

Reaching/Working Overhead: N/A: does not require this activity.

Repetitive Hand Motion: Occasionally: requires this activity up to 33% of the time

Special Vision or Hearing Requirements: N/A: does not require this activity.

Pushing/Pulling (up to 20 pounds): N/A: does not require this activity.

Lifting/Carrying (up to 20 pounds): N/A: does not require this activity.

Driving: N/A: does not require this activity.

Environmental Risks:Exposure to hazardous materials, chemicals and/or fumes: N/AEqual Employment Opportunity: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.Americans with Disabilities Act: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.

Job Responsibilities: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.The estimated base pay for this role is one part of our total compensation package and is determined within a range. The estimated base pay for this position is the annualized equivalent of $31,000.00 - $37,000.00, depending on experience, qualifications, market location, and other job-related factors. Excellent benefits package including but not limited to PTO, medical, dental, vision, 401(k) plan with company match, life insurance, long term and short-term disability options, FSA/HSA, tuition reimbursement, and other voluntary benefits.