Client Development Support Specialist

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
• Stay current on process/policy changes via Sprint Release communications and departmental communications; ensuring quick implementation into existing process flows
• Handle complex workmanship/contractor complaints, including the proper situational assessment and applicable escalation to Compliance
• Adhere to company compliance rules and financial institution regulations
• Execute de-escalation techniques while supporting both the Support Line and Escalation Line
• 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
• Maintain a strong working relationship with Account Specialists and 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

Qualifications

• A High School Diploma or equivalent
• 1+ year(s) in Customer Service; Contact Center experience preferred
• Working knowledge of Microsoft Office products
• Thrives in a fast pace work environment and enjoys multi-tasking