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About the role
Key responsibilities & impact- Establishes and maintains great working relationships with assigned business accounts
- Serves as the main day-to-day contact between program administrators or relationship managers
- Answers, researches, and resolves operational problems experienced by the customer utilizing the Consultative Account Management approach with every client interaction
- Focuses on being a strategic resource by assisting with delinquency management, client systems and program implementations
- Promotes standards with clients and processes by exiting paper reports or other non-efficient program management techniques and facilitating the adoption of electronic and web-based solutions
- Lifts quality through identifying and reporting issues and maintaining an accurate accounting of assigned portfolio specifics
- Maintains high service satisfaction by following up on client inquiries, providing training, and providing updates
- Coordinates and interacts with internal teams and individuals to ensure high levels of service delivery
- Extremely high client facing position where duties involving customer contact performed primarily through telephone or email communication methods
Requirements
What you’ll need- High school diploma or equivalent
- Typically three to five years of customer service experience
- Effective verbal, written, and interpersonal communication skills
- Proven customer service/relations skills including the ability to deal effectively, tactfully, and knowledgeably with customers and non-customers in handling complaints, problems, and general inquiries
- Effective telephone skills including listening and demonstrating courtesy, empathy, and accuracy
- Thorough knowledge of all relevant operational processes and procedures and company products and services
- Proficient in and able to navigate all relevant computer systems in order to pull reports, shadow clients, and troubleshoot technical issues, etc.
- Ability to perform interest calculations and account adjustments
- Strong analytical and problem-solving skills
- Ability to manage multiple tasks/projects and deadlines simultaneously
Benefits
Comp & perks- Healthcare (medical, dental, vision)
- Basic term and optional term life insurance
- Short-term and long-term disability
- Pregnancy disability and parental leave
- 401(k) and employer-funded retirement plan
- Paid vacation (from two to five weeks depending on salary grade and tenure)
- Up to 11 paid holiday opportunities
- Adoption assistance
- Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Interest CalculationsAccount AdjustmentsReport GenerationTechnical TroubleshootingProcess Improvement
Soft Skills
Interpersonal SkillsEmpathyCourtesyListening Skills