Lender Customer Success Representative

*Lender Customer Success Representative* _*We are seeking the right person who takes pride in their work performance, possesses strong organizational skills, communication skills, and attention to detail.
This person must be able to work as part of a team and independently while maintaining a focus and passion for providing quality and positive customer satisfaction outcomes for our lender partners and internal stakeholders.
*_ The *Lender Services* team provides support to our lender partners.
Attention to detail, problem solving and the personal drive to produce quality outcomes in a timely manner are key here.
This position is a ‘behind the scenes’ position that seeks to provide our lender partners with a great experience by optimizing the value our lenders derive from their trust and investment in our products and services.
We strive to proactively meet their needs and requests in a timely manner, with accuracy, and to their satisfaction.
*Job Description* *KEY RESPONSIBILITIES:* · Submit Lender service tickets · Respond to Lender related inquires via Cisco phone system, email, Microsoft CRM ticketing system in a timely manner and with accuracy · Update and publish Lender Rate Sheets following CRIF’s multi-step process that includes updating the system and uploading documents in TrackOne, RouteOne, and/or AppOne · Update and publish Lender’s Operations Manuals, which acts as the Service Level Agreement · Be available within a rotation schedule for monthly system maintenance test projects lead by our IT dept · Conduct lender process training to counterparts when needed · Participate in lender audits and special projects as needed · Apply Decision Engine Admin Changes based on lenders’ change requests · Participate in new lender launch projects · Reset passwords requests using our client management system · Log all lender and internal stakeholder interactions and track related details using Microsoft CRM and maintain contact with the stakeholders until resolution · Update lender ACH information in our client management system · Drive inquiries to resolution to the client partner’s satisfaction while adhering to operating procedures & guidelines set by the client and CRIF organization · Adhere to Service Level Agreements (SLAs), monitoring liability issues and escalate to management when appropriate · Assure partner satisfaction by maintaining overall operational relationship · Ensure that assigned CRM queue is closely monitored, ensuring all tickets are answered and proactively being worked to prevent aged and unresolved items · Establish strong working relationships and work cross-functionally across the organization · Contribute to knowledge base materials · Contribute to the accomplishment of team and organization goals · Perform other projects/duties as assigned · Provide training to CRIF counterparts as assigned · General Administrative duties *KEY REQUIREMENTS: * * Very strong organizational and time management skills.
* Very strong attention to details to promote accuracy.
* Good analytical, requirements gathering, and documentation skills.
* College coursework, certification, or knowledge in Basic Analysis and Requirements Gathering.
* Strong communication and presentation skills; direct interaction with customers required.
* Ability to work as part of a team as well as independently.
* Ability to perform analysis to determine cause of issues reported.
Ability to determine a resolution for the problem and communicate in a manner that the customer can understand.
Resolution may require coordination with other departments.
* Knowledge of Microsoft Office products (Word, Excel, PowerPoint, Visio) required at an Intermediate level.
* Ability to work within tight and competing deadlines.
* Excellent skills in updating procedures and training documentation (internal and external).
*Preferred:* * Bachelor degree from an accredited college or university * Intermediate knowledge / experience in Basic Analysis and Requirements Gathering skills.
* Advanced knowledge of Microsoft Office products (Word, Excel, PowerPoint, Visio).
Excellent customer service and communication skills.
Job Type: Full-time Benefits: * 401(k) * 401(k) matching * Dental insurance * Health insurance * Paid time off * Vision insurance Schedule: * Monday to Friday Work Location: In person