Client Development Support Specialist

Sales San Diego, California


Position Overview - 

The Support Specialist provides full lifecycle support for loan originations via calls (inbound and outbound), text, email, chat, and SMS.

  • Pre-application financing inquiries
  • Application processing
  • Loan servicing during project installation phase(s)
  • Finance Closing and Funding processing
  • Post-funding/loan pre-payments and payoffs

This team of experienced Specialists will focus on high-value interactions with Home Improvement Contractors, Property Owners, Inside/Field Sales Associates, and Municipal Partners; with a One Contact Resolution intent.

Key Responsibilities - 

  • Provide transactional support for contractors (applications, collection of product details and finance document generation, change order processing, project completion confirmation, and funding submission assistance) via reactive (inbound) inquiries and proactive (outbound) outreach based on management prioritization / profitability indicators
  • Provide over-the-phone sales support for contractors while they are with customers, to include explaining the benefits of the program and the details of the home improvement project financing, with the intent to drive originations
  • Proficiently navigate and utilize the multitude of applications/software required for full life cycle support
  • Execute de-escalation techniques while supporting both the Support Line and Escalation Line
  • Handle complex workmanship/contractor complaints, including the proper situational assessment and applicable escalation to Compliance
  • Accountability for next issue resolution during every interaction (i.e. encouraging immediate e-signing following doc generation and/or confirmation of terms)
  • Continue to educate Contractor Sales Representatives (CSR’s) on Renovate America products, processes, and self-servicing options through both proactive and reactive interactions
  • Pipeline management efforts for unassigned contractor companies – focused on file progression
  • Adherence to company compliance rules and financial institution regulations
  • Review contractor funding submissions for HERO to ensure document and signature validity – submit to Finance for funds disbursement
  • Understanding of contact center performance metrics and consistently meet or exceed expectations
  • Ongoing participation in pilot groups geared towards process improvements and/or growth strategies
  • Maintain a strong working relationship with Field Sales teams – sharing in the mutual desire to acquire and activate new contractors, and grow our established business
  • Provide overflow support for Post Funding inquiries and escalations
  • The duties and responsibilities described above are not a comprehensive list and additional tasks may be assigned from time to time. The scope of the job may change as necessitated by business demands. 

Qualifications - 

  • High School Diploma or equivalent required
  • 1+ year(s) in Customer Service; Contact Center experience preferred
  • Bi-lingual (Spanish) highly preferred
  • Working knowledge of Microsoft Office products
  • Thrives in a fast pace work environment and enjoys multi-tasking
  • Exudes a “leader among peers” persona
  • Passionate about Customers
  • Ability to work across cultures effectively, valuing diversity.
  • Maintain a high level of professionalism and exceptional verbal/written/interpersonal communication skills
  • Willingness to take on new operational tasks, with the intention of supporting business growth
  • Shift reliability and ability to manage self to an established intra-day work schedule
  • Exceptional customer service skills aimed at providing a consistent world-class experience
  • Aptitude to adapt to an ever-changing environment