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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 is responsible for providing comprehensive lifecycle support, from underwriting through post-application activities to closing and post-funding, ensuring effective customer interactions through a structured Contact Center.

Key Responsibilities

  1. Deliver transactional assistance to contractors, including application processing, collection of product information, document generation, change order management, project completion verification, and funding submission support through both inbound inquiries and proactive outreach.
  2. Provide telephonic sales support to contractors while they engage with customers, explaining program benefits and financing details for home improvement projects to enhance originations.
  3. Effectively navigate and utilize various applications and software necessary for full lifecycle support, such as Five9, OpsWeb, FICO, and Salesforce.
  4. Exhibit a thorough understanding of Finance of America’s products and processes, leveraging knowledge of other departments to resolve customer issues efficiently.
  5. Stay updated on process and policy changes through departmental communications, ensuring swift integration into existing workflows.
  6. Employ de-escalation techniques while managing both the Support Line and Escalation Line.
  7. Address complex contractor complaints with appropriate situational assessments and escalate to Compliance when necessary.
  8. Ensure accountability for issue resolution during each interaction, promoting immediate e-signing and confirmation of terms.
  9. Act as a mentor for fellow Specialists and BPO partners, facilitating communication regarding process improvements and escalating relevant situations to leadership.
  10. Educate Contractor Sales Representatives (CSRs) on Finance of America’s offerings and self-service options through both proactive and reactive engagements.
  11. Manage pipeline efforts for unassigned contractor companies, focusing on file progression.
  12. Adhere to compliance regulations and financial institution standards.
  13. Cross-train in Underwriting to provide overflow support, including full origination underwriting, income verification, and condition processing.
  14. Understand contact center performance metrics and consistently meet or exceed established expectations.
  15. Participate in pilot groups aimed at process enhancements and growth strategies.
  16. Maintain strong collaborative relationships with Account Specialists and Sales teams to drive 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; experience in a Contact Center is preferred.
  • Proficient in Microsoft Office applications.
  • Ability to thrive in a fast-paced environment and manage multiple tasks efficiently.
  • Demonstrates leadership qualities among peers.
  • Strong customer-centric approach.
  • Effective cross-cultural communication skills, valuing diversity.
  • Maintains a high level of professionalism with exceptional verbal, written, and interpersonal communication skills.
  • Willingness to undertake new operational tasks to support business growth.
  • Reliable shift attendance and ability to adhere to an established work schedule.
  • Exceptional customer service skills aimed at delivering a consistent, world-class experience.
  • Adept at adapting to a dynamic work environment.

Physical Requirements

The physical demands described 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.

While performing the duties of this position, the employee is regularly required to remain in a stationary position and frequently move around the office and other locations to accomplish tasks and interact with co-workers, customers, and business affiliates. The employee will constantly operate a computer and other office machinery. Additionally, the employee will be required to receive and exchange information through oral communication and must be able to convey instructions to others accurately and clearly.

Additional Information

The above statements are intended to describe the general nature and level of work being performed by individuals 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.