Client Success Representative - Flexible Schedule

Job Responsibilities

• Answer incoming phone calls through the Newtek main queue for all Newtek offices and divisions as applicable and direct calls to appropriate department in a clear, friendly, and professional manner while adhering to established company guidelines.
• Actively listen to understand customers' needs and answer their questions to include callbacks and follow up calls as needed.
• Verify the customer and provide assistance when applicable. Reference the script guide as needed.
• Interact with customers by way of telephone, email, chats or video chat (Glia), in a professional manner.
• Enhance customer experience and build relationships by presenting a professional image as you represent the company while being ready on camera in accordance with company policies and procedures.
• Serve as a quality assurance checkpoint, alerting management of any issues or suspected issues both internally and externally.
• Maintain a strong knowledge of NewtekOne and its subsidiaries' business and financial solutions which include banking (Newtek Bank, N.A.), Newtek Small Business Finance, Newtek Payments Solutions, Small Business Lending, Newtek Insurance Agency and Payroll & Benefits Solutions. In addition, NewtekOne offers its clients the Technology Solutions (Cloud Computing, Data Backup, Storage Retrieval, IT Consulting and Web Services) provided by Intelligent Protection Management Corp. (IPM.com).
• Actively participate in various group meetings including but not limited to team meetings, one-on-one discussions, quality review sessions and department trainings.
• Maintain expected call center metrics.
• Follow all required scripts, policies, and procedures.
• Pursue a positive and educational customer experience in every interaction.
• Ask probing questions to determine the best way to assist the customer with his/her issue and offer viable solutions.
• Ensure all telephone conversations are logged into the Newtek system and reports with clear and detailed notes during and after completing each call.

Qualifications

• High School or equivalent experience and a minimum of 6 months of customer service in a call center environment.
• Associate degree preferred.
• Knowledge of banking regulations a plus.
• Prior working experience as customer service, customer facing or phone customer support.
• Comfortable with being on video camera while engaging with clients/customers, attending company/department meetings, etc. as required.
• Ability to handle difficult conversations with a high level of empathy and integrity.
• Bilingual a plus or may be required based on company needs.
• Willingness to learn and take direction.
• Ability to work within the designated work schedule and be flexible as business needs change (i.e., late night, weekends, holidays, etc.).
• Possess good work ethics and maintain good attendance.
• Ability to thrive in a fast-paced environment where change and ambiguity are prevalent.
• Possess good telephone customer service etiquette.
• Ability to handle large volumes of incoming calls daily ranging from 50 to 75 daily.
• Ability to work and grow in a fast-paced, high-volume call center environment.
• Good data entry skills and ability to navigate among multiple systems.
• Highly reliable with the ability to maintain regular attendance and punctuality.
• Attention to accuracy and detail, proactive follow up and satisfactory resolve.
• Possess professional oral and written communication skills.
• Possess strong active listening skills.
• Desire to learn and adapt to the Company's culture and philosophy.
• Possess an aptitude for conflict resolution, problem solving and negotiation - aka critical thinking skills.
• Ability to maintain confidentiality.
• Good follow-through skills and ability to resolve issues in a timely manner.
• Good interpersonal skills and must possess a positive attitude.
• Ability to work independently as well as in a team.
• Self-motivated with a great teamwork attitude.
• Competent in Windows based computer applications (Microsoft Office) and internal systems such Newtracker, and external systems such as Glia, Five9, etc.