Customer Service – Stay At Home Jobs

Job Type: Customer Service from home
Location: Georgia work from home
Company: Modernize 

Position Description:

A Client Support Representative assists 360 Financial clients with operational and transactional needs (contractors, applicants, lenders, and internal team members). This includes assistance with the complete loan lifecycle as well as contractor onboarding for customer interactions supplied through the Contact Center work distribution mechanisms.

Responsibilities

• Provide transactional assistance to contractors (applications, project details collection, change order processing, project completion confirmation, and funding submission assistance) through reactive (inbound) inquiries and proactive (outbound) outreach based on management prioritization/profitability indicators.
• Offer over-the-phone sales support for contractors while they are on the phone with applicants, including discussing the intricacies of home improvement project finance, with the goal of increasing loan-brokered originations.
• Throughout the contractor onboarding process, provide phone support to prospective contractors.
• Keep up to date on process/policy changes through Sprint release messages and departmental communications, facilitating speedy integration into existing process flows.
• De-escalation tactics must be used while training and escalation skills are supported.
• Handle difficult workmanship/contractor concerns, including proper scenario evaluation and escalation to Management as necessary.
• Observance of corporate compliance policies and financial institution regulations
• Opportunity to cross-train on additional skills as part of the career path in order to improve loan-brokered originations
• Understanding contact center performance indicators and meeting or exceeding goals on a continual basis
• Participation in ongoing pilot groups aimed at process improvements and/or growth strategies
• Develop a solid working connection with the Account Management and Sales teams, sharing the common goal of acquiring and activating new contractors and growing our business.
• Assist with post-funding enquiries and escalations.

Qualifications

• High school diploma or equivalent required; 2+ years of customer service experience necessary; 1+ year of contact center experience desirable (s) Experience in sales or lending is preferred.
• Bilingual in Spanish preferred
• Knowledge of Microsoft Office products is required.
• Thrives in a fast-paced work environment and takes pleasure in multitasking
• Understanding and experience with startup-level hard labor
• Collaborative teamwork abilities