Frontline Support Specialist – Customer Accounts

Primary Residential Mortgage; Colorado City (AZ); On-site; USD 32,000 - 52,000; Full time

Job summary

Primary Residential Mortgage is seeking a Customer Experience Associate I to join our team and deliver frontline support to customers. You will handle basic inquiries via phone, email, or chat, assist with account information, troubleshoot issues, and maintain accurate records of interactions to ensure consistency and accuracy.

Responsibilities include training participation, documenting interactions, escalating complex issues, and contributing to customer satisfaction while upholding PRMI

Qualifications

• 0 - 12 months tenure.
• No Prior Experience Required
• Graduate level writing & communication skills.
• Strong communication, analytical, and problem-solving skills
• Ability to effectively and professionally handle difficult situations that may arise when working with branches/divisions.
• Ability to function well in a high-paced and at times 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.

Skills

Strong communication

Analytical

Problem-solving

Graduate level writing

Job description

Primary Residential Mortgage is seeking a Customer Experience Associate I to join our team and deliver frontline support to customers. You will handle basic inquiries via phone, email, or chat, assist with account information, troubleshoot issues, and maintain accurate records of interactions to ensure consistency and accuracy.

Responsibilities include training participation, documenting interactions, escalating complex issues, and contributing to customer satisfaction while upholding PRMI