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Customer Success Agent - Call Center Representative

May 26, 2026

Summary: Must be local to Jacksonville, FL. 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 and bring a positive attitude and willingness to learn. Ability to multitask and be comfortable in a fast-paced work environment. Top-notch communication skills, as you listen to, understand, engage with, and respond to customers - that includes over the phone, or via written communication like email or letter. Provide patience and politeness as you explain policies and procedures to customers, while always keeping a close eye on confidentiality and data security.Essential Job Duties and Responsibilities include:<ul><li>Answering inbound and making outbound calls, responding to customer requests within set timeframes, and delivering an exceptional quality of service to every customer.</li><li>Providing information and knowledgeable assistance by pulling up loan information and providing customers with the information they need quickly and accurately.</li><li>Adhering to schedules, multitasking, meeting deadlines, and providing verbal and written responses to customers as required.</li><li>Working 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.</li><li>Build positive and pleasant relationships with our customers, whatever the circumstances, helping them feel secure and well-looked-after.</li><li>Maintain regular and punctual attendance. Comply with all company policies and procedures.</li><li>Performs other related duties as assigned.</li></ul>Education and/or Experience:<ul><li>High School Graduate/GED</li><li>0-1 Years related work experience preferred</li></ul>Licensure, Certification, Requirements:None requiredSpecialized Skills & Knowledge RequirementsN/APeople Management Level:This position is an individual contributor.Workplace Conditions:<ul><li>Standing/Sitting/Walking: Occasionally: requires this activity up to 33% of the time.</li><li>Kneeling/Crouching/Squatting/Bending: Occasionally: requires this activity up to 33% of the time</li><li>Reaching/Working Overhead: N/A: does not require this activity.</li><li>Repetitive Hand Motion: Occasionally: requires this activity up to 33% of the time</li><li>Special Vision or Hearing Requirements: N/A: does not require this activity.</li><li>Pushing/Pulling (up to 20 pounds): N/A: does not require this activity.</li><li>Lifting/Carrying (up to 20 pounds): N/A: does not require this activity.</li><li>Driving: N/A: does not require this activity.</li></ul>Environmental Risks:Exposure to hazardous materials, chemicals and/or fumes: N/AEqual 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.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 of all the work requirements of the position. Freedom Mortgage Corporation may change the specific job duties with or without prior notice based on the needs of the organization.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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