Customer Experience Associate

Primary Residential Mortgage • Hurricane, UT

11h

About The Position

The Customer Experience Associate I will provide frontline support to PRMI’s
customers. They will handle basic inquiries and resolve straightforward issues
through various channels, such as phone calls, emails, and chat. They will
assist the customer with account level information, troubleshooting problems
with their account, and maintaining accurate records for interactions. They are
responsible for providing consistent and accurate information. They will have a
focus on prompt and professional assistance to customers, contributing to
overall customer satisfaction.

Requirements

• 0 - 12 months tenure.
• No Prior Experience Required
• Graduate level writing & communication skills.
• Strong communication, analytical, and problem-solving skills
• Ability to effectively and professionally handle difficult situations that may arise when working with branches/divisions.
• Ability to function well in a high-paced and at times stressful environment.

Nice To Haves

• NA

Responsibilities

• Basic Support: Provide frontline support to customers via phone, email, chat, or in person.
• Issue Resolution: Assist customers with basic inquiries, troubleshooting, and problem-solving.
• Product Knowledge: Acquire a basic understanding of the company's policies and procedures to effectively assist customers.
• Training: Participate in extensive, ongoing training.
• Documentation: Maintain accurate records of customer interactions and transactions.
• Customer Satisfaction: Ensure customer satisfaction by addressing concerns promptly and professionally.
• Escalation: Escalate complex issues to higher-level support or management as needed and in accordance with procedures.
• Feedback: Provide feedback to management regarding recurring issues or customer concerns.
• Performance: Demonstrate a basic ability to manage customer inquiries with professionalism and within a timely manner.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees