Customer Service Specialist

Freedom Mortgage

. Provide customer support and specialized products through outbound and inbound calls .

Posted 10/7/2026full-timeRemote • United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer support capabilities through effective communication and problem resolution, while managing pipeline activities and adhering to compliance standards in the mortgage industry.

Highest-signal resume keywords

Customer SupportPipeline ManagementSales KPIs AchievementEffective CommunicationNMLS Safe Licensing

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Pipeline ManagementAppointment SettingCustomer Service StandardsSales ProcessesData AnalysisOffice Software (Word, Excel, PowerPoint)Document ManagementCompliance AdherenceCustomer Needs ResolutionDeadline Management

Soft Skills

Attention to DetailPrioritizationVerbal CommunicationWritten CommunicationProfessionalism

Certifications & Qualifications

NMLS Safe LicensingSAFE License

Industry Keywords

Mortgage IndustryLending PracticesRegulatory GuidelinesCustomer ConfidentialitySales KPIs

About the role

Key responsibilities & impact

Provide customer support and specialized products through outbound and inbound calls
Conduct pipeline management, appointment setting, and other activities supporting department production goals
Ensure SLAs and customer service standards are met
Analyze applicant information to determine program eligibility
Resolve customer needs and expectations on the first interaction where possible
Manage work queues and document customer contacts, requests, and process next steps
Work independently and collaboratively on ongoing and special projects
Clearly communicate processes and available benefits to customers
Follow sales processes and QA requirements for compliance
Meet or exceed sales KPIs set by management
Maintain regular and punctual attendance
Perform other related duties as assigned
Serve as an individual contributor with no direct reports

Requirements

What you’ll need

High School Graduate/GED, required; Associate Degree preferred
Minimum two (2) years related experience and/or training
Strong attention to detail and ability to prioritize work effectively while meeting deadlines
Effective verbal and written communication skills
Experience with standard office software (Word, Excel, PowerPoint)
Ability to maintain confidentiality of customers’ nonpublic information
Excellent communication skills; clear, concise, and professional when speaking with customers
Eagerness to develop knowledge of the mortgage industry, products, lending practices, and regulatory guidelines
Ability to maintain a professional image and standards consistent with company policies and procedures
Ability to work independently and collaboratively in a fast-paced, dynamic environment
NMLS Safe Licensing is helpful and may be required after hire
NMLS and SAFE License within one year, preferred
Ability to meet the stated physical demands, including occasional lifting or moving up to 25 pounds