Client Support Representative

Job Category:

A Client Support Representative provides operational and transactional support to 360 Finance clients (contractors, applicants, lenders, and internal team members). This support includes the entire loan lifecycle and contractor onboarding for client interactions delivered via the Contact Center work distribution mechanisms.

Responsibilities

• Provide transactional support for contractors (applications, collection of project details, change order processing, project completion confirmation, and funding submission assistance) via reactive (inbound) inquiries and proactive (outbound) outreach based on management prioritization/profitability indicators
• Provide over-the-phone sales support for contractors while they are with applicants, including explaining the details of the home improvement project financing, with the intent to drive loan-brokered originations
• Provide over-the-phone support for interested contractors throughout the contractor onboarding experience
• Stay current on process/policy changes via Sprint release communications and departmental communications, ensuring quick implementation into existing process flows
• Execute de-escalation techniques while supporting training and escalation skills
• Handle complex workmanship/contractor complaints, including the proper situational assessment and applicable escalation to Management
• Adherence to company compliance rules and financial institution regulations
• Ability to cross-train on additional skills in the development path to increase loan-brokered originations
• Understanding of contact center performance metrics and consistently meeting or exceeding expectations
• Ongoing participation in pilot groups geared towards process improvements and/or growth strategies
• Maintain a strong working relationship with Account Management and Sales teams – sharing in the mutual desire to acquire and activate new contractors and grow our business
• Provide support for Post Funding inquiries and escalations

Qualifications

• High School Diploma required, or equivalent
• 2+ year(s) in Customer Service; Contact Center experience preferred
• 1+ year(s) Sales or Lending experience preferred
• Spanish bilingual preferred
• Working knowledge of Microsoft Office products
• Thrives in a fast-paced work environment and enjoys multi-tasking
• An understanding of and expertise in startup-level hard work
• Collaborative team skills

The expected hourly rate for this position is $20/hr to $23/hr. This hourly range is an estimate, and the actual hourly rate may vary based on the Company’s compensation practices. The hourly rate may be adjusted based on applicant's geographic location. This position is eligible to participate in the Company’s standard employee benefits programs, which currently include health care benefits.

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