Frontline Customer Support Specialist

Primary Residential Mortgage; Hurricane (UT); On-site; USD 36,000 - 48,000; Full time

Job summary

Primary Residential Mortgage seeks a Customer Experience Associate I to provide frontline support to borrowers and clients. You will address basic inquiries, troubleshoot simple issues, and document interactions across phone, email, and chat channels, ensuring accurate records and consistent information.

You will learn policies, participate in training, and contribute to a positive, timely, and professional experience while escalating complex matters as needed in a fast-paced environment.

Qualifications

• 0–12 months tenure.
• No prior experience required.
• Graduate level writing & communication skills.
• Strong communication, analytical, and problem-solving skills.
• Ability to handle difficult situations professionally.
• Ability to function well in a high-paced and occasionally stressful environment.

Responsibilities

• Provide frontline support to customers via phone, email, chat, or in person.
• Assist customers with basic inquiries, troubleshooting, and problem-solving.
• Acquire a basic understanding of the company’s policies and procedures to effectively assist customers.
• Participate in extensive, ongoing training.
• Maintain accurate records of customer interactions and transactions.
• Ensure customer satisfaction by addressing concerns promptly and professionally.
• Escalate complex issues to higher-level support or management as needed and in accordance with procedures.
• Provide feedback to management regarding recurring issues or customer concerns.
• Demonstrate a basic ability to manage customer inquiries with professionalism and within a timely manner.

Job description

Primary Residential Mortgage seeks a Customer Experience Associate I to provide frontline support to borrowers and clients. You will address basic inquiries, troubleshoot simple issues, and document interactions across phone, email, and chat channels, ensuring accurate records and consistent information.

You will learn policies, participate in training, and contribute to a positive, timely, and professional experience while escalating complex matters as needed in a fast-paced environment.