About this role
Position Summary:
The Customer Success agent provides superior and effective customer service to internal clients/ external customers via written and verbal communication. The Customer Success agent processes all payment arrangements upon request via different channels and assures accurate information has been provided to meet the customer's needs. They will also be responsible for verifying and updating banking information, confirming military status, handling escalated consumer matters and more. This position has access to critical, sensitive, corporate systems & customer information; therefore, it requires a solid and consistent demonstration of ethical behavior and high integrity.
Essential Functions:
• Obtains credible information to process and handle internal/external customer requests via Email, U-Ticket, Chat, Phone and SMS timely and effectively.
• Obtains credible information to process and handle internal departmental requests timely and effectively via different mediums.
• Handles high volume of Calls, SMS, Email and Chat, not limited to payment arrangement requests, in the event support is needed by either group from the Customer Success Department.
• Obtains necessary information to process payments, bankruptcies, assist with e- signature troubleshooting and answer general inquiries following standard operating procedures and guidelines.
• Completes verifications for MLA, SCRA and OFAC checks on loan applications.
• Conduct bank verification checks and update applications where necessary.
• Assist with handling all escalated customer complaints by following processes and guidelines.
• Examines documents to ensure accuracy and compliance with existing underwriting guidelines.
• Demonstrates basic knowledge of lending services and practices.
• Actively participates and communicates to ensure the workflow is properly being managed.
• Analyzes and brings forth suggestion for optimizing agent and customer experience with the use of resources/ tools provided.
• Report issues timely that may be hampering workflow to Supervisor/Manager/Senior Manager.
• Assists Manager and Supervisors/Leads with all other administrative tasks/projects as required.
Skills:
• Customer Service - the ability to use positive language, clear communication skills and self-control when providing internal and external support.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Ethics - Treats people with respect; Keeps commitments; Works with integrity and ethically; Upholds organizational values.
• Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Integrity –The ability to exercise good business ethics and honesty
• Phone Etiquette- Demonstrates excellent phone etiquette pleasant phone demeanor at all time.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position.
• Problem Solving: May provide a basic level of problem solving.
• Writing - Communicating effectively in writing as appropriate for the needs of the audience.
• Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
• Social Perceptiveness - Being aware of others' reactions and understanding why they react as they do.
Attributes:
• Oral Expression - The ability to communicate information and ideas in speaking so others will understand.
• Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
• Written Comprehension - The ability to read and understand information and ideas presented in writing.
• Written Expression - The ability to communicate information and ideas in writing so others will understand.
• Speech Clarity - The ability to speak clearly so others can understand you.
• Speech Recognition - The ability to identify and understand the speech of another person.
Experience and Education:
• High School Diploma or GED
• Some college/university preferred
• 1-2 Years of Customer Service/Loan Processing
Computer Software/Hardware:
• Microsoft Word, Excel, PowerPoint
• Outlook Exchange, Internet, Loan Processing Systems; Tran, Five-9, LiveVox.
Physical Requirements/Work Environment:
• Ability to work some nights and weekends to include overnight in a 24/7 environment
• Must be able to sit for long periods of time, talking, hearing constantly
• Typing, data entry in screens daily
• Sit in front of computer monitor (s) daily.
• Occasionally lift up to 5 lbs.
Noise Level: moderate noise level daily in an office atmosphere.