Titan Professional Resources is seeking an energetic and customer-focused Contact Center Agent to join one of our clients here in Oklahoma City. This position is ideal for someone with excellent communication skills who enjoys helping others and working in a team-oriented contact center environment.
The Contact Center Agent will provide telephone support to customers through both inbound and outbound interactions. This role will assist customers with account questions, payments, documentation, verification, account balances, claims, and other service-related needs. The ideal candidate will demonstrate empathy, patience, professionalism, and strong problem-solving skills while ensuring all customer interactions meet regulatory and compliance standards.
Responsibilities
- Work in a fast-paced contact center environment using telephone and customer service systems.
- Handle a wide range of inbound and outbound customer inquiries.
- Take ownership of the customer experience and work toward individual and team performance goals.
- Provide accurate information and solutions while maintaining professionalism and composure during challenging interactions.
- Recognize customer concerns and respond with empathy, patience, and understanding.
- Assist customers with payments, documents, account verification, balances, claims, and other account-related questions.
- Help customers identify solutions to address past-due accounts and resolve outstanding issues.
- Accurately document customer interactions in accordance with regulatory and company guidelines.
- Escalate complex issues to the appropriate department or team member.
- Maintain a high level of accuracy, professionalism, and customer service in every interaction.
Qualifications
- High School Diploma or equivalent required; college degree or some college preferred.
- Minimum of 1 year of customer service experience, preferably in a high-volume or fast-paced environment.
- Strong verbal and written communication skills.
- Excellent problem-solving and critical-thinking abilities.
- Strong attention to detail and organizational skills.
- Ability to remain professional and composed when handling difficult customer interactions.
- Previous call center experience strongly preferred.
- Previous mortgage servicing or financial services experience is a plus.
- Ability to work independently while contributing effectively to a team environment.