Single Point of Contact - Customer Service
About The Position
Responsible for serving as the dedicated Single Point of Contact, providing customers with a consistent and reliable point of communication. Builds strong, long-term relationships to anticipate customer needs and address issues proactively. Performs high-touch phone engagement, including proactive outreach to obtain required documentation and respond to customer inquiries, with a focus on preventing defaults, ensuring compliance, and delivering high-quality service. Identifies emerging risks and contributes to process improvements that enhance customer stability and overall satisfaction.
Requirements
- Minimum 5 years of experience in customer service.
- Strong problem-solving and analytical abilities to interpret complex customer concerns and provide solutions.
- Ability to conduct research and risk analysis, identifying and mitigating potential financial or compliance risks.
- Proficiency in Microsoft Office Suite (Excel, Word, Outlook).
- Excellent written and verbal communication skills, with the ability to simplify complex issues for customer and internal teams.
- Strong ability to identify and contribute to process improvements that enhance operational efficiency.
- Ability to take initiative, work autonomously, and drive projects forward to completion.
- High School Diploma or GED
Responsibilities
- Investigates and resolves complex customer issues and escalations by analyzing customer account history and vendor data.
- Identifies root causes of customer issues and applies investor guidelines, company policies, and servicer/vendor procedures to navigate a solution.
- Monitors customer activity for continued compliance to loan agreement.
- Ensures the timely and successful resolution of customer concerns while maintaining a high level of customer satisfaction.
- Proactively identifies emerging risks related to business activities and ensures effective reporting to management.
- Contributes to process improvement and redesigns initiatives to enhance customer experience and operational efficiency.
- Adheres to written risk and compliance policies and procedures related to customer interactions and account management.
- Conducts proactive outbound calls to customers to obtain necessary documentation and prevent account defaults.
- Performs other duties as assigned.
Benefits
- health
- dental
- vision
- life insurance
- paid time-off benefits
- flexible spending account
- 401(k) with employer match
- ESPP
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
101-250 employees
