Bilingual (Spanish/English) Customer Success Agent (Remote to Start) - Call Center

Must be local to Jacksonville, FL and fluent in both Spanish and English. The Agent, Customer Success will support FMC’s Call Center operations. The purpose of the role is to provide exceptional service to our customers, answering their queries and resolving their issues. Provide energetic support, bring a positive attitude, and willingness to learn. Ability to multitask and be comfortable in a fast‑paced work environment. Top‑notch communication skills are required, as you will communicate with customers over the phone or in writing. Provide patience and politeness while explaining policies and procedures to customers, maintaining confidentiality and data security. Essential Job Duties and Responsibilities Answer inbound calls and make outbound calls, responding to customer requests within set timeframes and delivering an exceptional quality of service to every customer. Provide information and knowledgeable assistance by pulling up loan information and giving customers the information they need quickly and accurately. Adhere to schedules, multitask, meet deadlines, and provide verbal and written responses to customers as required. Work as part of a dedicated team to explain policies and procedures to customers and find great solutions to their inquiries in a seamless and positive way. Build positive and pleasant relationships with our customers, whatever the circumstances, helping them feel secure and well‑looked‑after. Maintain regular and punctual attendance and comply with all company policies and procedures. Perform 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 Requirements 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/Working Overhead: Not required Repetitive Hand Motion: Occasionally (up to 33% of the time) Special Vision or Hearing Requirements: Not required Push/Pull (up to 20 pounds): Not required Lift/Carry (up to 20 pounds): Not required Driving: Not required 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 as well as employees who are or become disabled must be able to satisfactorily perform the essential job functions of the position either with or without reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall review reasonable accommodations on a case‑by‑case basis in accordance with applicable law. #J-18808-Ljbffr