Customer Success Agent - Call Center Representative Job at Freedom Mortgage in N

Overview

Freedom Mortgage – Moorestown, New Jersey, United States of America

Mortgage Servicing • Full time • Remote

Summary: Must be local to Marlton, NJ. The Agent, Customer Success will support FMC's Call Center operations. The role provides exceptional service to customers, answering queries and resolving issues. Demonstrates energetic support, a positive attitude, and a willingness to learn. Must multitask in a fast-paced environment. Requires strong communication skills to listen, understand, engage with, and respond to customers by phone or in writing (email or letter). Maintains patience and politeness while explaining policies and procedures, with attention to confidentiality and data security.

Essential Job Duties and Responsibilities

• Answering inbound and making outbound calls, respond to customer requests within set timeframes, and deliver exceptional service quality.
• Provide information and knowledgeable assistance by pulling up loan information and delivering accurate information quickly.
• Adhere to schedules, multitask, meet deadlines, and provide verbal and written responses as required.
• Work as part of a dedicated team to explain policies and procedures and find effective solutions to inquiries in a seamless, positive way.
• Build positive relationships with customers to help them feel secure and well cared for.
• Maintain regular and punctual attendance and 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 required

Specialized Skills & Knowledge

N/A

People Management Level

This position is an individual contributor.

Workplace Conditions

• Standing/Sitting/Walking: Occasionally up to 33% of the time.
• Kneeling/Crouching/Squatting/Bending: Occasionally up to 33% of the time.
• Reaching/Overhead: Not applicable.
• Repetitive Hand Motion: Occasional up to 33% of the time.
• Involvement of vision/hearing requirements: Not applicable.
• Pushing/Pulling (up to 20 pounds): Not applicable.
• Lifting/Carrying (up to 20 pounds): Not applicable.
• Driving: Not applicable.

Environmental Risks

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

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 and employees who are or become disabled must be able to satisfactorily perform the essential job functions of the position with or without reasonable accommodation. Reasonable accommodations can be discussed with Human Resources 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. Freedom Mortgage Corporation may change the specific duties at any time based on organizational needs.