Renovate America - San Diego, CA
posted 2 months ago
Full-time
San Diego, CA
Real Estate
About the position
The Client Development Support Specialist plays a crucial role in providing operational and transactional support to various customers of Renovate America, including contractors, property owners, lenders, and municipal partners. This position involves managing the full lifecycle of customer interactions, from underwriting to post-funding activities, primarily through a contact center environment. The specialist is responsible for ensuring customer satisfaction and compliance while driving sales support and process improvements.
Responsibilities
- Provide transactional support for contractors, including applications, finance document generation, and funding submission assistance.
- Offer over-the-phone sales support to contractors during customer interactions, explaining program benefits and financing details.
- Stay updated on process and policy changes, implementing them into existing workflows.
- Execute de-escalation techniques for both Support and Escalation Lines.
- Handle complex contractor complaints and escalate issues to Compliance as necessary.
- Adhere to company compliance rules and financial institution regulations.
- Cross-train on Underwriting and provide overflow support for origination underwriting and income verification.
- Understand contact center performance metrics and strive to meet or exceed expectations.
- Participate in pilot groups focused on process improvements and growth strategies.
- Maintain strong relationships with Account Specialists and Sales teams to acquire and activate new contractors.
Requirements
- High School Diploma or equivalent required.
- 1+ years of experience in Customer Service; Contact Center experience preferred.
- Working knowledge of Microsoft Office products.
- Ability to thrive in a fast-paced work environment and enjoy multi-tasking.
