Customer Service Representative - Jacksonville
$41,600–$45,760 year
On-siteJacksonville, Florida, United States
Job Summary
Resolve customer inquiries by speaking directly with callers to understand needs, troubleshoot account concerns, and provide timely resolutions. Research and analyze mortgage account information across multiple systems to investigate issues, verify contact details, and determine appropriate solutions. Document all customer interactions with clear, concise notes while implementing corrective actions based on established procedures. Escalate complex issues to managers or other teams as needed and assist with billing questions by coordinating with collections or relevant departments. Meet established call-handling, quality, productivity, and regulatory requirements while introducing customers to relevant products and services.
Required Qualifications
- At least 1 year of related experience in a call center or customer service environment
- High school diploma or equivalent
- Strong customer service and communication skills
- Ability to navigate multiple computer systems and screens while assisting customers
- Strong attention to detail and the ability to maintain accurate account documentation
- Basic math and problem-solving skills
- Ability to research information, analyze customer concerns, and determine appropriate next steps
- Must be able to work Monday – Friday, 11:30 a.m. – 8:00 p.m. ET
- Must be able to work Saturday Rotation: One Saturday every four weeks, 9:00 a.m. – 3:00 p.m. ET, with a scheduled weekday off Tuesday through Thursday
- Must be able to work occasional mandatory overtime based on business needs and call volume
- Must be able to successfully complete a background check and credit check as a condition of employment
Desired Qualifications
- Mortgage servicing, financial services, or other related industry experience
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