Customer Retention Specialist

New American Funding•,

2d•Hybrid

About The Position

The Customer Retention Specialist serves as a liaison between NAF borrowers and NAF Loan Officers. The role contacts borrowers who may be eligible to refinance or interested in purchasing a home, builds rapport, documents conversations, communicates outcomes, and follows up with leads. The Specialist keeps organized records of lead dispositions and may recommend improvements to scripts based on borrower conversations. Effective communication with customers and Loan Officers by email, chat, and telephone is essential to providing a high level of customer service and encouraging clients to complete their next loan with NAF. The schedule is Monday through Friday, 8:00 a.m.–5:00 p.m. or 9:00 a.m.–6:00 p.m. CST. The position is hybrid for employees living within 30 miles of Santa Ana, California, or Austin, Texas, with four days onsite and one day remote; it is open to remote work for those outside 30 miles of those locations. Compensation is $17 per hour plus a performance-based bonus.

Requirements

1–2 years of customer service, call center, or sales experience.
Ability to communicate effectively with customers.
Excellent customer service skills.
Proficiency with Microsoft Office programs such as Word, Excel, and Outlook.
Passion for helping customers achieve financial goals.
Must be able to verify identity and employment eligibility to work in the United States.
Must be able to lift up to ten pounds and meet the described physical demands, with reasonable accommodations available.

Nice To Haves

Bilingual Spanish is a plus.
General credit knowledge.
One or more years of office or inside customer service/call center experience preferred.
One or more years of experience working in the mortgage or real estate industry preferred.
One or more years of customer service and/or sales experience preferred.
High school diploma or equivalent; some college preferred.

Responsibilities

Make 100 or more outbound calls daily.
Keep records of transfers to Loan Officers.
Understand why borrowers do not wish to be transferred.
Make follow-up calls to build rapport with nonresponsive borrowers and borrowers who declined a transfer.
When a borrower is ready to consider refinancing or purchasing, connect them with an active Loan Officer through a live scheduled phone transfer or email.
Build rapport on initial calls, take detailed notes, communicate outcomes, and follow up with leads as needed.
Maintain organized records of lead dispositions and suggest scripting improvements based on borrower conversations.
Communicate with customers and Loan Officers through email, chat, and telephone while providing a high level of customer service.