Tier 2 Call Center Customer Service Associate

Tier 2 Call Center Customer Service Associate

Hybrid - rotating schedule - 5 days onsite then 5 days remote

Top 5 Technical Skills:

1. Experience in a call center or customer service environment
2. Proven ability to diffuse tense or emotional situations calmly and effectively
3. Excellent customer service and communication skills Ability to navigate multiple systems and tools simultaneously
4. Willing to work rotating schedule, 5 days onsite 5 days offsite
5. Mortgage servicing center experience strongly preferred

Job Description:

Serve as a second line of defense for inbound consumer calls. This role is critical in resolving complex or escalated customer issues, ensuring a positive experience while protecting the business through professional, compliant, and empathetic communication. The ideal candidate is calm under pressure, excels in customer service, and has the ability to de escalate sensitive situations with confidence and care. Experience within a mortgage servicing or call center environment is a strong plus. Key Responsibilities • Serve as the second point of contact for escalated consumer calls and inquiries • Professionally handle complex, sensitive, or high emotion customer situations • De escalate concerns while delivering clear, accurate, and compliant information • Resolve issues efficiently while maintaining a customer first mindset • Document interactions thoroughly and accurately in internal systems • Partner with internal teams to research, escalate, or resolve issues as needed • Ensure adherence to company policies, procedures, and regulatory requirements • Represent the organization with professionalism, empathy, and accountability Qualifications & Skills • Excellent customer service and communication skills (verbal and written) • Proven ability to diffuse tense or emotional situations calmly and effectively • Strong problem solving skills with attention to detail • Experience in a call center or customer service environment required • Mortgage servicing center experience strongly preferred • Ability to navigate multiple systems and tools simultaneously • Comfortable working in a fast paced, high volume environment • Reliable, adaptable, and able to work independently and as part of a team Work Environment & Schedule • Hybrid schedule: 5 days onsite followed by 5 days remote, rotating • Onsite work based in Plano, TX

Benefits: