Client Relations Specialist
Client Relations Specialist
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Job Description
Company Overview
At Modernize (a QuinStreet division) our mission is to simplify home improvement by inspiring motivated homeowners and connecting them with qualified contractors. Our foundation is based on 20 years as a driving force as Home Improvement Leads in online lead generation connecting homeowners with highquality contractors in the $500 billion annually grossing home improvement market. Were working hard on a new brand and new products to cater to homeowners and the most successful contractors in the industry.
Were looking for sharp motivated individuals to join our growing team. Teammates who enjoy using technology to solve problems will thrive in our dynamic startup environment. We have an open floor plan that encourages the entire team to participate in critical discussions and allows everyone to be a vital contributing factor. Youll enjoy our hip newly renovated office in the heart of downtown with a view of the capital and the downtown skyline.
Job Category
A Client Relations Specialist provides operational and transactional support to 360 Finance clients of all business life cycles. This support includes the entire financing duration of a home improvement project for client interactions delivered via the Contact Center work distribution channels.
Responsibilities
- Receive calls from clients (lenders contractors and consumers) over the phone to source any and all needs related to 360 platform programs
- Research inbound requests in a timely manner to sustain maintain and enhance our client relationships
- Listen to our customers concerns solve problems answer questions and work with them to find a resolution while showing empathy
- Because every customer is different we expect you to take the initiative to truly understand our customers current challenges solve them and use your expertise to proactively help them avoid future challenges
- Conduct outbound follow up and engage internal departments when needed to fully resolve complex and/or escalated service requests
- Ensure each client has a positive experience with our company service first
- Build strong working relationships to address and support client needs
- Complete required paperwork and documentation at the end of each day within all system(s)
- You may be asked to participate in special projects assume new responsibilities and adjust priorities as requested
- Handle complex workmanship/contractor complaints including the proper situational assessment and applicable escalation to Management.
- Adherence to company compliance rules and financial institution regulations
- Ability to crosstrain on additional skills in the development path to increase financingbrokered originations
Requirements
- High School Diploma required or equivalent; some college education preferred
- 4 years in Call Center Service; Client Advocacy or Account Management experience preferred
- 2 years of Sales financial or banking sectors or home improvement experience preferred
- Excellent verbal written and listening skills
- Spanish bilingual preferred
- Working knowledge of Microsoft Office products
- Strong attention to detail
- Excellent communication skills a love for talking to people and the ability to WOW customers
- Relentless drive to own the customers problem and ability to think outside of the box to resolve them
- Excels in hightempo settings and is adept at juggling multiple tasks including mutitask using technology
- Ability to adapt to change and work well in a fastpaced environment
- Proficiency in teambased endeavors and joint projects
- Positive attitude and a willingness to learn and grow
The expected hourly rate for this position is $16/hr to $22/hr. This hourly range is an estimate and the actual hourly rate may vary based on the Companys compensation practices. The hourly rate may be adjusted based on applicants geographic location. This position is eligible to participate in the Companys standard employee benefits programs which currently include health care benefits.
#LIREMOTE
Modernize (a QuinStreet division) is an equal opportunity employer. We do not discriminate based on race color religion national origin pregnancy status sex age marital status disability sexual orientation gender identity or any other characteristics protected by law.
Please see QuinStreets Employee Privacy Notice here.
Required Experience:
Unclear Seniority
Employment Type
Hourly
