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Customer Support Coordinator

2 months ago

San Diego, California, United States Finance of America Full time

Client Support Specialist (Temporarily Remote)

Job Category: Operations Requisition Number: SUPPO02644

Job Overview

The Client Support Specialist plays a crucial role in delivering operational and transactional assistance to all stakeholders of Finance of America, including contractors, property owners, lenders, and municipal partners. This position ensures comprehensive lifecycle support, encompassing Underwriting, Post Application Activities, Closing, and Post Funding for customer interactions managed through a Contact Center.

Key Responsibilities

  1. Deliver transactional assistance to contractors, including application processing, finance document generation, and project completion confirmation through both inbound inquiries and proactive outreach.
  2. Provide over-the-phone sales support for contractors, explaining program benefits and financing details to enhance customer engagement and drive originations.
  3. Efficiently navigate various applications and software necessary for full lifecycle support, such as Five9, OpsWeb, FICO, and Salesforce.
  4. Maintain a thorough understanding of Finance of America products and processes, leveraging knowledge of other departments to resolve customer issues effectively.
  5. Stay updated on process and policy changes through departmental communications, ensuring swift integration into existing workflows.
  6. Utilize de-escalation techniques while managing both the Support Line and Escalation Line.
  7. Address complex contractor complaints, assessing situations accurately and escalating to Compliance when necessary.
  8. Ensure accountability for issue resolution during every interaction, encouraging timely document signing and confirmation of terms.
  9. Act as a mentor for fellow Specialists and BPO partners, facilitating communication regarding process improvements and escalating issues to leadership.
  10. Educate Contractor Sales Representatives on Finance of America products and self-service options through proactive and reactive interactions.
  11. Manage pipelines for unassigned contractor companies, focusing on file progression.
  12. Adhere to compliance rules and financial institution regulations.
  13. Cross-train in Underwriting to provide overflow support, including income verification and condition processing.
  14. Understand contact center performance metrics and consistently meet or exceed expectations.
  15. Participate in pilot groups aimed at process enhancements and growth strategies.
  16. Foster strong relationships with Account Specialists and Sales teams to support contractor acquisition and business growth.
  17. Provide overflow support for Post Funding inquiries and escalations.

Education Requirements

High School Diploma

Experience and Skills

  • Minimum of 1 year in Customer Service; Contact Center experience preferred.
  • Proficient in Microsoft Office applications.
  • Ability to thrive in a fast-paced environment and manage multiple tasks effectively.
  • Exhibit leadership qualities among peers.
  • Demonstrate a strong commitment to customer satisfaction.
  • Ability to work effectively across diverse cultures.
  • Maintain a high level of professionalism and exceptional communication skills.
  • Willingness to embrace new operational tasks to support business growth.
  • Reliable shift attendance and self-management of work schedules.
  • Exceptional customer service skills aimed at delivering a consistent, world-class experience.
  • Aptitude for adapting to a dynamic work environment.

Physical Requirements

The physical demands of this position require the employee to remain stationary for extended periods and to move around the office and other locations to accomplish tasks and interact with colleagues and clients. The employee will frequently operate a computer and other office equipment, and must communicate effectively, conveying instructions accurately and promptly.

Additional Information

The above statements describe the general nature and level of work performed by individuals in this role. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required. Finance of America is an Equal Opportunity Employer, committed to diversity and inclusion in the workplace.