Customer Experience Specialist

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Requirements:

• 3+ years of call center customer service experience and/or
• 3+ years of financial services industry experience (bank, credit union, fintech company)
• Experience in Banking or Finance Call Center is ideal!
• Experience with CRM tools (e.g., Salesforce/Zendesk/Avaya)
• Strong verbal and digital communication and interpersonal skills
• Strong problem-solving skills and the ability to handle challenging customer situations with patience and diplomacy.
• Superior listening skills and phone etiquette
• Ability to multi-task and/or operate in a fast-paced environment
• Superior level of written communication and numeracy skills is a must
• Experienced in critical thinking techniques
• The ability to interact and work respectfully and collaboratively with others
• Ability and flexibility to adapt to changes in an ever-evolving environment
• Capacity and openness to learn about new products and procedures
• Fluency in a second language (Spanish)

Responsibilities:

• Perform a high volume of Customer Contact Center transactions, assisting customers over the phone and by responding to emails, live chat, and SMS, including but not limited to: Advising customers about the terms of their loan or status of their application, processing payments, performing account maintenance requests, providing detailed explanations of Reach Financial products and loan documents, and other general loan inquiries.
• Commitment to providing outstanding customer experience.
• Meet all key performance indicators (KPIs) set by management including adherence to your assigned schedule.
• Document all customer interactions in CRM software (Salesforce) clearly and concisely.
• Perform outbound calls to applicants and work with the applicants to successfully move applications through to completion.
• Ability to work cohesively with other internal departments to complete servicing requests.
• Recognize complex issues and escalate them following written procedures.
• Assist management to identify improvements to existing workflow and/or procedures to enhance the customer experience.
• Maintain deep understanding of loan products, underwriting criteria, compliance standards, operational procedures, policies, and company core values to provide accurate information to customers.
• Responsible for retrieving mail through our nearby vendor mail location(s) and remote depositing checks for customers who mail in payments.
• Adhere to established service standards, guidelines, and procedures to deliver high-quality service and uphold customer satisfaction metrics.
• Identify and resolve customer issues, complaints, and concerns efficiently and effectively, demonstrating empathy and understanding throughout the interaction.
• Achieve high scores through Quality Assurance (QA) evaluations.
• Ability to assist in ad-hoc projects to facilitate individual and team development.
• Complete learning and development and compliance training as assigned.
• Some technical troubleshooting with computer systems.
• Perform additional duties as requested, including but not limited to: creation of Guru cards, responding to emails, email campaigns, reviewing customer feedback, learning and development for CX team, assist Customer Advocate Team.