About this role
OVERVIEW: The Customer Support Specialist is dedicated to providing exceptional service and support to all Newcoast customers. The Customer Support Specialist will be the primary contact for follow-up on deals to ensure timely lien perfection and corresponding notice to our lending partners. The Customer Support Specialist will follow the Deal Follow-Up Standard Operating Procedures to ensure a positive Newcoast customer experience.
KEY TASKS:
• Full adherence to the Deal Follow-Up Standard Operating Procedure
• Liaison with the loan processor, business manager, relationship manager on deals
• Follow up on missing seller originals as assigned
• Follow up on outstanding lien perfection
• Confirm with Lender that lien perfection has been completed and provide documented proof to lender of such perfection
• Assigning of titles and packaging of title docs
• Maintain detailed records of interactions in Hubspot
• Answer incoming calls through Zoom Contact Center
• Respond to customer inquiries in a timely manner
• Void checks and re-issue of checks
• Establishes and maintains relationships with all appropriate stakeholders
• Other duties as assigned
KEY RESULT AREAS:
• Adherence to Deal Follow-Up SOP measurables
• Full documentation of key tasks recorded within Hubspot
• Respond to customer inquiries in a timely manner
• Provide a high level of customer service
• High level of organization and attention to detail
• Ability to handle sensitive information with discretion and confidentiality
*Newcoast uses E-Verify, an Internet-based system, to confirm the eligibility of all newly hired employees to work in the United States. Learn more about E-Verify, including your rights and responsibilities.