Mortgage Customer Service Associate Austin, TX

Customer Service Associate - Austin, TX

Agility 360 is searching for an experienced Customer Service Associate for a contract-to-hire position with our client. The ideal candidate will possess a strong background in call center and customer service experience. As an integral part of our team, you will connect our clients and their esteemed customers, demonstrating unwavering dedication to service excellence and the ability to embrace challenging situations with an exceptional focus on detail and critical thinking.

As the face of our company, you will exude professionalism in every customer interaction, prioritizing satisfaction above all else. You will have an innate ability to effectively address concerns, craft effective solutions, and proactively anticipate further inquiries. Your primary responsibilities include effectively using multiple communication vehicles to connect with customers, which may include telephones, email, and chat, and handling challenging customers with confidence and minimal reliance on additional support.

To excel in this role, showcasing an unwavering positive attitude and communicating with clarity and ease in every interaction will be essential to your success.

• Manages inbound inquiries on behalf of client, acting as an extension of our client
• Acts confidently in their role with little reliance on additional support
• Acts in a professional and appropriate manner while assisting with a resolution or answer to the issue
• Actively and accurately participates in new hire training support (i.e., chat, side by sides, etc.)
• Builds product and process knowledge to effectively interact with customers, within business guidelines
• Identifies customers’ needs, researches client systems, and utilizes tools to interpret and analyze data
• Uses complex multiple systems (up to 10) to service customer inquiries
• Handles challenging customers effectively
• Provides accurate solutions and guidance, and educates customers where appropriate
• Builds trust in customer relationships through quick and efficient issue resolution and by providing extra value when appropriate
• Actively and accurately documents discussions of inquiries and leverages internal tools for next-level resolution needs
• Consistently meets or exceeds inquiry response times, some may be required by client contractual service levels
• Might assist with escalated issues per business guidelines
• Meets personal and team production metrics and quality targets
• Adheres to strict schedule and meets attendance guidelines

• High school diploma, GED or equivalent is required; bachelor’s degree preferred
• 3+ years previous experience in a customer support role required
• Tax, banking, mortgage, or real estate industry experience preferred
• Passion for service excellence
• Strong written and verbal communication skills along with excellent customer service and active listening skills
• Strong problem‑solving, critical thinking, and analytical skills while remaining flexible when adapting to change
• Strong computer skills to retrieve, query, and update systems using multiple screens simultaneously
• Organization and time‑management skills to operate effectively in a fast‑paced, high‑volume environment
• Typing ability of 35 wpm or more
• Demonstrated knowledge of and experience with Microsoft products
• Ability to work in a structured, high‑volume, fast‑paced environment while maintaining attention to detail
• Ability to identify customer issues and determine appropriate actions
• Must successfully adhere to schedule, attendance, and required deliverables/deadlines
• Demonstrates patience and empathy and can work collaboratively with others

• 3‑6 month contract‑to‑hire role
• Training
  
  Schedule:
  
  4 days onsite, 1 day remote
• After training (4 days remote, 1 day onsite), must be available to work any shift between 7 am – 8 pm CST
• Pay: $18.50 – $19.50/hr
• Employment is contingent on passing a background check and drug screen