Customer Success Agent - Call Center Representative - FL

Freedom Mortgage; United States; Presencial; USD 31.000 - 37.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

PTO

Health Insurance

Dental

401(k) match

Descripción de la vacante

Freedom Mortgage in Jacksonville, FL is seeking a Customer Success Agent to support our Call Center operations. You will respond to customer inquiries, provide accurate loan information, and resolve issues with a positive attitude.

This role requires excellent communication, ability to multitask in a fast-paced environment, and a commitment to confidentiality and data security. High school diploma or GED and 0–1 year experience preferred.

Formación

• High School diploma or GED required.
• 0–1 years related work experience preferred.
• Must be local to Jacksonville, FL.

Responsabilidades

• Answer inbound and make outbound calls, respond to customer requests within set timeframes, and deliver exceptional quality of service to every customer.
• Provide information and knowledgeable assistance by pulling up loan information and delivering it quickly and accurately.
• Adhere to schedules, multitask, meet deadlines, and provide verbal and written responses to customers as required.
• Work 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 customers, irrespective of circumstances, helping them feel secure and well‑looked‑after.

Conocimientos

Customer service

Communication

Call center

Educación

High School Graduate/GED

Descripción del empleo

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

• Answer inbound and make outbound calls, respond to customer requests within set timeframes, and deliver exceptional quality of service to every customer.
• Provide information and knowledgeable assistance by pulling up loan information and delivering it quickly and accurately.
• Adhere to schedules, multitask, meet deadlines, and provide verbal and written responses to customers as required.
• Work 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 customers, irrespective of circumstances, helping them feel secure and well‑looked‑after.
• Maintain regular and punctual attendance. Comply with all company policies and procedures.
• Perform other related duties as assigned.

Education and/or Experience

High School Graduate/GED

0-1 years related work experience preferred

Licensure, Certification, Requirements

None required

Specialized Skills & Knowledge Requirements

N/A

People Management Level

This position is an individual contributor.

Workplace Conditions

• Standing/Sitting/Walking: Occasionally (up to 33%)
• Kneeling/Crouching/Squatting/Bending: Occasionally (up to 33%)
• Repetitive Hand Motion: Occasionally (up to 33%)
• Other activities: Not required

Environmental Risks

Exposure to hazardous materials, chemicals and/or fumes: Not required

Equal 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 are encouraged to meet with Human Resources as the organization will 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.

Compensation and Benefits

The estimated base pay for this role 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.