Customer Engagement Specialist

ABOUT THE ROLE:

Splash Financial is seeking an experienced Customer Engagement Specialist. In this role, you’ll reach out to customers who have initiated an application, guiding them through the loan process, and addressing their questions. 

Your mission will be to deliver a world-class customer experience. This role will collaborate with internal stakeholders to ensure consumer insights are shared, will focus on achieving high customer contact rates while maintaining high satisfaction scores, and meeting other department metrics.

If you’re at a point in your career where you’re ready for the challenge and excitement of shaping a program and scaling it exponentially, this could be the role for you.

WHAT YOU’LL DO AT SPLASH:

• Provide a world class customer experience to anyone who visits the site or reaches out for support.
• Proactively reach out and manage a pipeline of borrowers with submitted loan applications. 
• Communications will occur primarily via outbound phone calls. You will also leverage email, text, and web chat. 
• Responsibly review and process application information, loan documents and other sensitive information in relation to company and compliance guidelines.
• Document customer interactions and feedback accurately in the company’s CRM and LOS systems to ensure comprehensive records and facilitate continuous improvement.
• Share insights with management regarding enhancements/adjustments to improve overall company products, operations and policies.
• Ensure timely follow-up and resolution of customer issues and concerns, striving for complete satisfaction.
• Continuously stay updated on industry trends and product knowledge to better serve customers and contribute to ongoing improvement efforts.
• Assist with select Inbound support as needed.

WHAT YOU’LL BRING TO SPLASH:

• Prior banking and/or lending experience.
• Experience with high-volume outbound dialing to engage & support members
• Associate or Bachelor’s degree preferred.
• Experience with Salesforce or other CRM system / tech savvy.
• Microsoft office and/or Google Suite proficient.
• Ability to multi-task and manage changing priorities.
• Strong communication skills: Excellent verbal and written communication abilities to effectively interact with customers and team members.
• Problem-solving mindset: Proven ability to analyze issues and develop practical solutions in a fast-paced environment.
• Attention to detail: Keen eye for accuracy and thoroughness in handling financial information and customer data.
• Customer-centric approach: Demonstrated commitment to providing exceptional service and support to clients.
• Team collaboration: Ability to work effectively both independently and as part of a team, contributing to a positive team dynamic.
• Adaptability: Capacity to quickly learn new systems, tools, and processes, adapting to the evolving needs of the company.