Home Loans Servicing 1st Shift

GHR; Jacksonville (FL); On-site; USD 32,000 - 42,000; Full time

Job summary

Hiring.fm is seeking an inbound Client Support specialist to resolve routine customer inquiries via calls, chats, or emails in a fast-paced center. You will provide accurate information, guide clients through solutions, and maintain strong relationships through digital channels.

Responsibilities include identifying client needs, recording data accurately, and escalating when risk or exceptions arise. Commitment to excellent attendance and flexible scheduling is required.

Job description

Job Overview

This role is responsible for resolving routine client requests through calls, chats, or emails in an inbound contact center environment. Key responsibilities include working in a challenging environment, ensuring accuracy, using logic, multi-tasking, toggling between systems, and communicating resolutions while delivering a great client experience.

Job expectations include providing seamless service delivery by answering client questions, resolving problems, providing appropriate account maintenance, and looking for opportunities to deepen relationships through digital solutions.

Responsibilities

• Identifies client needs and recommends solutions when fraud has been identified
• Records data captured during client interactions accurately
• Identifies and escalates through appropriate channels for items requiring risk review, exception handling, or further analysis
• Reads frequent updates and learning materials, often while on the call, and implements into conversations with speed and accuracy
• Complies with industry regulations, bank procedures, integrity levels of the department’s system, and financial controls

Required Qualifications

• Displays passion, integrity, commitment and drive to deliver a positive, differentiated service that improves our clients’ financial lives
• Fully understands how life events can impact a client’s financial situation and is prepared to actively advise solutions and analyze/resolve complex client problems through creative solutions
• Shows commitment to excellent attendance with proven reliability and can adhere to the agreed upon work schedule
• Dependable team-player attitude with an understanding that calls must be handled immediately, including weekends and holidays
• Communicates effectively and confidently with all clients to make their financial lives better
• Ability to engage with clients – begin a conversation, anticipate what questions a client will have, actively share information using plain language, build rapport and handle objections
• Comfortable receiving ongoing performance feedback and coaching
• Ability to learn and adapt to new information and technology platforms
• Minimum of an intermediate level of proficiency with computers and current technology
• 1+ years of customer/client service experience, including experience handling difficult client situations

Desired Qualifications

• 1+ years of experience in the banking/financial industry
• 1+ years of experience working in a client service capacity

Skills

• Attention to Detail
• Customer Service Management
• Customer and Client Focus
• Issue Management
• Active Listening
• Adaptability
• Client Solutions Advisory
• Data Collection and Entry
• Problem Solving
• Account Management
• Analytical Thinking
• Client Experience Branding
• Fraud Management

Minimum Education Requirement

High School Diploma / GED / Secondary School or equivalent

Work Environment

Shift: 1st shift (United States of America)

Hours Per Week: 40