What are the responsibilities and job description for the Customer Support Specialist position at Newcoast?
OVERVIEW: The Customer Support Specialist is dedicated to providing exceptional service and support to all Newcoast customers. The Customer Support Specialist will be the primary contact for follow-up on deals to ensure timely lien perfection and corresponding notice to our lending partners. The Customer Support Specialist will follow the Deal Follow-Up Standard Operating Procedures to ensure a positive Newcoast customer experience.
KEY TASKS:
- Full adherence to the Deal Follow-Up Standard Operating Procedure
- Liaison with the loan processor, business manager, relationship manager on deals
- Follow up on missing seller originals as assigned
- Follow up on outstanding lien perfection
- Confirm with Lender that lien perfection has been completed and provide documented proof to lender of such perfection
- Assigning of titles and packaging of title docs
- Maintain detailed records of interactions in Hubspot
- Answer incoming calls through Zoom Contact Center
- Respond to customer inquiries in a timely manner
- Void checks and re-issue of checks
- Establishes and maintains relationships with all appropriate stakeholders
- Other duties as assigned
KEY RESULT AREAS:
- Adherence to Deal Follow-Up SOP measurables
- Full documentation of key tasks recorded within Hubspot
- Respond to customer inquiries in a timely manner
- Provide a high level of customer service
- High level of organization and attention to detail
- Ability to handle sensitive information with discretion and confidentiality
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