Customer Service Rep

Freedom Mortgage
October 3, 2020
Jacksonville, FL
Job Type


The Customer Care Representative is responsible for assisting Freedom’s customers in the servicing of their mortgage. This may include helping in a call center capacity in one of the following functions: customer service, collections, or loss mitigation.

Essential Job Functions:

  • Answers inbound and makes outbound calls and work calls from the Message Center and responds to customer requests within established timelines in order to maintain service level expectations and deliver quality service to customers. 
  • Responsible for assuring all regulatory requirements are met concerning customer interaction by explaining policies and procedures courteously and patiently. 
  • Maintains confidentiality of customer’s nonpublic information. 
  • Provides information and knowledgeable assistance regarding mortgage loans by retrieving loan information and providing customers their information quickly and efficiently. 
  • Builds customer relationships by actively listening and resolving complaints quickly, efficiently and accurately. 
  • Provides written and verbal responses to customer inquiries as needed.
  • Additional job duties as assigned. Able to demonstrate a willingness to learn
  • Computer proficiency is essential
  • Able to adhere to schedules, multitask and meet deadlines
  • Demonstrates good listening skills, strong customer service skills
  • Professional communication skills (both verbal and written)
  • Able to work in a fast-paced team environment


To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Education and/or Experience:

High School diploma or GED is required.

6 months to one-year customer service-related experience required.  Previous mortgage call center experience a plus.

  • Solid work history and tenure – minimal gaps *provide explanations
  • Bi-lingual a Plus
  • Target start date:  11/02/2020

4 weeks of training provided:  Monday – Friday, 8:00am-5:00pm.  Actual shift will be determined after training.

Ability to work between the hours of 1:00pm- 10:00pm, with every 3rd Saturday rotation.  Saturday hours:  9:00am – 6:00pm

No time off during the first 90 days of employment

Language Skills:

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Mathematical Skills:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers.

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Additional Job Requirements:

  • Able to demonstrate a willingness to learn
  • Computer proficiency is essential
  • Able to adhere to schedules, multitask and meet deadlines
  • Demonstrates good listening skills, strong customer service skills
  • Professional communication skills (both verbal and written)
  • Able to work in a fast paced team environment

 #CB #LI-JJ1 #LI-KH1

Founded in Mount Laurel, NJ in 1990, Freedom Mortgage has since grown into one of the largest and fastest-growing privately owned full-service residential lenders in the USA. Licensed in all 50 states, Washington D.C., Puerto Rico and the Virgin Islands, Freedom Mortgage has over 5000 employees nationwide, proudly servicing $225.6 billion, and is still growing.

Our mission is to foster homeownership in America. Freedom is a leader in VA mortgage lending and is one of the mortgage industry’s largest philanthropic supporters of the USO and military families through its Team Freedom Cares philanthropic arm.

Locations include suburban Philadelphia and Fishers, IN, two regions where we were named Top Workplaces. We also have large operating centers countrywide, including these desirable markets: Beaverton , OR; Boca Raton, FL; Columbia, MD; Jacksonville, FL; Melville, NY; Plano, TX; San Dimas, CA; Tempe, AZ; Troy, MI and Woodbridge, VA.

If you seek a sense of community, top training, opportunity for advancement, a comprehensive benefits package and reward and recognition program, look no further.

Freedom Mortgage Corporation is an Equal Opportunity Employer committed to workforce diversity. Qualified applicants will receive consideration without regard to age, race, color, religion, gender, sexual orientation, national origin, or their status as a protected veteran or an individual with disabilities. Local applicants encouraged to apply. Employment contingent upon successful completion of background investigation. Smoke-free workplace. Drug-free work environment. Excellent benefits package including medical, dental, vision and 401(k). All resumes are held in confidence. Only candidates whose profiles closely match requirements will be contacted during this search. LENDER NMLS ID:2767

Equal Opportunity Employer- Minorities/Females/Disabled/Veterans

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