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Client Support Specialist
4 months ago
** Client Support Specialist (Temporarily Remote)**
**Job Category****:** Operations **Requisition Number****:** SUPPO02644 Showing 1 location **Job Details**
**Description**
The Support Specialist provides operational/transactional support to all Renovate America customers (contractors, property owners, lenders, municipal partners, and internal field sales); offering full lifecycle support (Underwriting > Post Application Activities > Closing > Post Funding) for customer interactions delivered via a Contact Center work distribution/queue mechanism. This team of experienced Specialists will focus on high-value interactions with a One Contact Resolution intent, including mentorship/escalation support for BPO (Business Process Outsourcer) personnel.
**EXPECTATIONS**
* Provide transactional support for contractors (applications, collection of product details and finance document generation, change order processing, project completion confirmation, and funding submission assistance) via reactive (inbound) inquiries and proactive (outbound) outreach based on management prioritization / profitability indicators
* Provide over-the-phone sales support for contractors while they are with customers, to include explaining the benefits of the program and the details of the home improvement project financing, with the intent to drive originations
Proficiently navigate and utilize the multitude of applications/software required for full life cycle support (i.e. Five9, OpsWeb, FICO, Salesforce)
* Demonstrate thorough understanding of Renovate America products and processes; including an understanding of the role of other departments to leverage in customer issue resolution
* Stay current on process/policy changes via Sprint Release communications and departmental communications; ensuring quick implementation into existing process flows
* Execute de-escalation techniques while supporting both the Support Line and Escalation Line
* Handle complex workmanship/contractor complaints, including the proper situational assessment and applicable escalation to Compliance
* Accountability for next issue resolution during every interaction (i.e. encouraging immediate esigning following doc generation and/or confirmation of terms)
* Serve as a mentor for fellow Specialists and BPO partners, by manning the MS Teams channel; communicating process deficiencies and escalating appropriate situations to leadership
* Continue to educate Contractor Sales Representatives (CSRs) on Renovate America products, processes, and self-servicing options through both proactive and reactive interactions
* Pipeline management efforts for unassigned contractor companies focused on file progression
* Adherence to company compliance rules and financial institution regulations
* Ability to cross train on Underwriting and provide overflow support (including full origination underwriting, income verification, and condition processing)
* Understanding of contact center performance metrics and consistently meet or exceed expectations
* Ongoing participation in pilot groups geared towards process improvements and/or growth
strategies
* Maintain a strong working relationship with Account Specialists and Sales teams sharing in the mutual desire to acquire and activate new contractors, and grow our established business
* Provide overflow support for Post Funding inquiries and escalations
* The duties and responsibilities described above are not a comprehensive list and additional tasks may be assigned from time to time. The scope of the job may change as necessitated by business demands.
**EDUCATION - REQUIRED**
* High School Diploma
**EXPERIENCE/SKILLS**
* 1+ year(s) in Customer Service; Contact Center experience preferred
* Working knowledge of Microsoft Office products
* Thrives in a fast pace work environment and enjoys multi-tasking
* Exudes a leader among peers persona
* Passionate about Customers
* Ability to work across cultures effectively, valuing diversity.
* Maintain high level of professionalism and exceptional verbal/written/interpersonal communication skills
* Willingness to take on new operational tasks, with the intention of supporting business growth
* Shift reliability and ability to manage self to an established intra-day work schedule
* Exceptional customer service skills aimed at providing a consistent world-class experience
* Aptitude to adapt to an ever-changing environment
**PHYSICAL REQUIREMENTS**
* The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
* While performing the duties of this position, the employee is regularly required to remain in a stationary position and to frequently move around the office and other locations and sites to accomplish tasks and interact with co-workers, customers, and business affiliates.
* The employee will constantly operate a computer and other office machinery. In addition, the employee will be required to receive and exchange information through oral communication and must be able to convey instructions to others accurately, loudly, and quickly.
* The employee will occasionally be required to move equipment weight up to 10 pounds from one location to another and to raise objects from a lower to a higher position.
* While performing the duties of this job, the employee is required to work in a call center environment, and the noise level is usually moderate to loud.
* While performing the duties of this job, the employee may be exposed to travel and weather conditions while visiting and moving around different sites. In addition, the employee is often required to work in an office environment, and the noise level is usually moderate to loud.
**Additional Information**
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
Finance of America is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, sex (including pregnancy), sexual orientation, religion, creed, age, national origin, physical or mental disability, gender identity and/or expression, marital status, veteran status or other characteristics protected by law.
**Qualifications**
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