Remote Operations Associate

3 weeks ago

Tallahassee FL, United States F & I Sentinel Llc Full time

Onsite, Tallahassee Office
KEY RELATIONSHIPS AND TEAM: The Client Success Associate will work collaboratively and directly with the Director of Client Success, Credentialing Team, Technology Team, and fellow Client Success Team members.
The Client Success Associate position will be technology focused assisting in the creation of user accounts, spreadsheets, and data uploads, providing online portal support to our customers in addition to answering phone calls, responding to emails, and assisting the credentialing review team as assigned. This position will be based out of our Tallahassee, FL office.
Ensure all users are activated, trained, and understand how to access/utilize company specific platforms through positive communication such as phone support, email, and live demos.
Create value and ensure support is provided to customers and FIS staff, focusing on response time, providing assistance, training, product knowledge and ensuring all aspects of the customer experience are positive.
Ensure the company specific platforms are functioning properly for submission processing while working with the Dev team to identify and solve any issues or bugs and maintain Help Desk policies and procedures.
Provide all necessary internal/external support in the company specific platforms to ensure submission material/content is accurately reflected, FIS processes are followed, and all internal assignments are completed.
Troubleshoot, identify, and resolve any platform issues and provide training as necessary for all customers and FIS staff.
Understand and process projects assigned by leadership ensuring they are completed in a timely manner by all parties involved.
Serve as a liaison between the Lender and Product company ensuring all inquiries are addressed in a timely manner and provide support to all Lender inquiries/issues.
Ensure all internal team departments are notified and databases are accurate when a new or existing customer record is added or amended.
Accurately utilizing, maintaining, and updating the Salesforce database and case system to ensure each customer account is accurate and responses to cases are provided. Answer phone calls and manage incoming help desk questions.
Proficient with Microsoft Office Suites
Bachelor's degree
Experience with Salesforce, Zendesk or equivalent
The company's story is one of protecting financial institutions and consumers alike with respect to F&I products
Attitude – has a positive energy that is contagious and has a “can do” attitude. Thinks big and takes on big challenges – sets challenging targets, never satisfied with results, achieves results the right way – planning, perseverance, and overcomes obstacles.
He/she will be a great communicator who will be empathetic of culture while actively pursuing an agenda of continuous improvement.
Comfortable managing ambiguity & complexity.
Customer Service - Manages difficult or emotional customer situations; Solicits customer feedback to improve service; Responds to requests for service and assistance; Demonstrates passion and innovation to continuously deliver improved results without taking “short cuts.”
Emotional Intelligence – Recognize, understand, manage, and express emotions effectively in oneself and others involving a combination of self-awareness, self-regulation, empathy, and social skills.
Organization and planning – plan and organize in an effective manner focusing on the key priorities.
Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports affirmative action and respects diversity.
Pursues training and development opportunities; Contributes to building a positive team spirit; Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status, or other characteristics protected by law.


16-20 Hourly Wage

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