Customer Experience Specialist

CIVIC Los Angeles, California Redondo Beach, California


Description

At CIVIC, we take pride in helping our customers through all touchpoints, understanding where issues are arising, and implementing change to create a great customer experience. The Customer Experience (CX) Specialist position will assist CIVIC customers with questions or concerns throughout the life of their loan. Assist in day to day interactions with CIVIC customers and provide excellent. You will help build CIVIC’s world class CX program and achieve our CX goals to delight our customers,  providing a seamless, simple and smooth process throughout the customer’s journey with CIVIC. The CX Specialist will act as an information provider, active helper, tactful listener and consistent evaluator.

By Joining the Customer Experience Team, you’ll have the opportunity to empower those who strive to achieve financial success. In this role, you will provide best-in-class customer service through five simple values “Act with Honor, Be a Great Partner, Communicate Clearly, Create Smiles and Simplify.”

What you'll do:

  • Conduct “post-closing” phone calls with all borrowers and brokers on a daily basis
  • Collect and report on pain points throughout the CIVIC loan process
  • Provide excellent customer service to all CIVIC customers through the entire loan process
  • Respond to customer complaints, requests and inquiries in a professional and timely manner
  • Work with investors and brokers to help obtain customer reviews through all digital channels (Qualtrics, Trustpilot, Google)
  • Listen and seek to understand the customer’s true issues to create thoughtful solutions
  • Assist with questions and concerns regarding CIVIC services and products in a friendly manner
  • Simplify complex processes and make it easy for customers to grasp
  • Answer phone calls, troubleshoot borrower issues and intake customer suggestions
  • Strategically think ahead and provide solutions to anticipate future needs of customers and CIVIC
  • Input, analyze and report on customer experience data
  • Analyze, research and resolve problems and discrepancies related to borrower loans
  • Use database to mine customer experience insights, identifying trends and patterns and recommending solutions to mitigate problem areas
  • Continue to learn the business and take ownership of your role and responsibilities
  • Translate feedback to actionable results and dedicate time to your professional development
  • Perform other duties as assigned

What you'll need:

  • Bachelor’s Degree in Business, Communications, Marketing or related field or equivalent experience
  • 1-2 years of experience in member/customer service, preferably in a real estate, financial services or lending institution
  • Ability to work independently and in a team environment, taking initiative and using good judgment to make sound decisions
  • Enjoys talking on the phone to customers, using active listening skills to accurately respond to inquiries and issues
  • Highly detail oriented, with strong organizational, planning and time management skills
  • Excellent, research, analytical, and problem solving skills
  • Demonstrated skill building positive relationships through rapport, trust, diplomacy and tact
  • Ability to maintain composure in a high pressure, high-volume production operation and ever-changing environment
  • Strong computer skills and ability to adapt to new technologies. Able to navigate multiple screens and operate Primarily Microsoft-Office applications
  • Strong verbal and written communication skills

What’s in it for you?

We have a strong focus on going above and beyond when it comes to caring for our team members and our communities. In addition to traditional benefits like health insurance, casual Fridays, paid vacation, holidays and sick leave, we’re proud to offer these unique and enriching work perks:

  • Celebrations: When we say we “work hard and play hard,” we mean it! We like to celebrate often via onsite and offsite happy hours, themed parties, parking lot BBQ's, milestone ceremonies, pot lucks, and Workout Tuesdays (to name a few).
  • Investments:As we're in the lending space, we believe we should consistently and frequently invest in our CIVIC team. We give away money every month to help our teammates pay off student debts, participate in our loan and lending accounts, and reward them for their “grand ideas” that make CIVIC better.
  • Comfortable Spaces:We like to make sure our teammates are well fed and can “find their zen” while at the office. Our kitchens are stocked with free snacks and beverages, in addition to catered breakfasts on Fridays and catered lunches multiple days per month. Many of our branches also have dedicated break spaces that are quite, serene and perfect for relaxing.
  • Education:Every other Tuesday, we encourage our team to take “900 Seconds of Genius" (15 minutes) to focus on a passion project or topic that helps them grow. We also offer an online curriculum of courses through our own CIVIC University.
  • #CIVICCares Initiative:From beach cleanups, to food and clothing drives, to building homes for Habitat for Humanity, CIVIC provides several opportunities throughout the year for our team to step outside the office, bond, and come together to give back to our local communities.
Company Civic Financial Services