Customer Support Specialist

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 as well as customer service requests. 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 and maintaining status of tickets
• Answer incoming calls through Zoom Contact Center
• Respond to customer inquiries in a timely manner
• Void check request and re-issue check request
• Establishes and maintains relationships with all appropriate stakeholders
• Other duties as assigned

KEY RESULT AREAS:

• Adherence to Deal Follow-Up SOP measurables
• 100% deal documentation of key tasks recorded within HubSpot
• Missing Seller originals not received within 15 days of funding require escalation
• 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