What are the responsibilities and job description for the Customer Experience Specialist - Plainview, NY position at Eastern Funding?
Principal Objective
In this role you are responsible for building and maintaining strong relationships with clients, ensuring they achieve their desired outcomes by effectively utilizing a company's product or service, proactively addressing their needs, and ultimately driving customer retention and loyalty throughout the customer lifecycle, often collaborating with sales, credit, documentation and funding to deliver a seamless experience.
Principal Duties and Responsibilities
- Guiding new customers through the initial introduction including collecting credit application, checklists and additional items needed for a complete credit package.
- Inform the customer regarding our process, technology and team members.
- Proactively reaching out to customers to monitor their experience, follow up on missing items and communicate needs.
- Developing trust and a rapport with the customer to understand current and future needs.
- Overseeing a portfolio of relationship accounts and being point of contact for annual review process and modifications.
- Recognizing potential new loan opportunities such as retools or finance of paid off loans.
- Identifying and resolving customer issues promptly, escalating when necessary and working with internal teams to find solutions.
- Gathering customer feedback through surveys and regular interactions to inform product offerings.
Job Specifications (Skills, Knowledge and Abilities Required)
- Excellent communication and interpersonal skills.
- Ability to build relationships and establish trust with clients.
- Deep understanding of the company’s products or services.
- Customer-centric approach with a focus on delivering value.
- Data Analysis and reporting skills.
- Ability to work independently and as part of a team.
Behavioral Skills
- Consistently demonstrate behaviors associated with Brookline Bancorp’s Core Four values: adaptability, accountability, leadership, and teamwork.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified. This job description is subject to change at any time.
