Customer Success Specialist

Coviance Technologies - West Des Moines, IA

Full-time - Entry Level

Hybrid - West Des Moines, IA

About the position

Coviance is a dynamic and innovative fintech company dedicated to streamlining and improving the home equity lending process for financial institutions. We are committed to delivering exceptional solutions and services to our clients, driving growth, and fostering a culture of excellence. This is a hybrid position based out of West Des Moines, IA. We are seeking a Customer Success Specialist who will be responsible for the management of workflow throughout all departments within Coviance. The Customer Support Specialist ensures every customer receives the best experience through consistent and reliable service. In this role, you will provide timely user support through various channels including chat, email, and phone. You will investigate issues reported by our customers and educate them on how to effectively use Coviance products and services. Monitoring progress and vendor turnaround times will be a key part of your responsibilities, along with completing internal audits and maintaining ongoing vendor relationships. You will also be tasked with completing second level reviews and quality assessments, providing status updates on orders to our customers, and uploading documents to and from vendor sites. Additionally, you will complete orders and pricing in our platform, cancel applicable orders, and advise customers and vendors of their status. Reporting any integration issues to the applicable department for review and resolution will also be part of your duties.

Responsibilities

• Provide timely user support through chat, email, and phone.
• Investigate issues reported by our customers.
• Educate our customers on how to use Coviance products and services.
• Monitor progress and vendor turnaround times.
• Complete internal audits.
• Maintain ongoing vendor relationships.
• Complete second level review and quality assessments.
• Provide status updates on orders to our customers.
• Upload documents to and from vendor sites.
• Complete orders and pricing in platform.
• Cancel applicable orders and advise customers and vendors of status.
• Report any integration issues to applicable department for review and resolution.

Requirements

• Title insurance or Mortgage Lending background required.
• Excellent communication (written and oral) and math skills.
• Strong organizational skills.
• Ability to work independently and manage projects with many moving parts.
• Strong attention to detail.
• Ability to adjust quickly to different work situations.
• Exceptional ability to problem solve under pressure.
• Analytical thinking skills.
• Efficient typing speed and accuracy for data entry.
• Driven to provide Customers with the best possible service and solutions.

Nice-to-haves

• Ability to work in multiple programs at the same time.
• Forward-thinking and communication with different departments.
• Passion for joining in additional projects, discussions, group planning and informational opportunities.