Note: The job is a remote job and is open to candidates in USA. Newfi Lending, founded in 2014 and headquartered in Emeryville, CA, is a leading non-QM lender offering innovative lending solutions. The Junior Account Executive role is designed as a trainee position for an Account Executive, focusing on client issue identification and escalation, while providing excellent customer service through various communication channels.
Responsibilities
- Identifying and understanding the Client’s issue and needs in order to quickly escalate them over to the appropriate team to finalize the solution for the Client
- Answering all inbound phone calls, e-mails, and chats that come into the Wholesale Sales Support team with a great attitude every time, ensuring our clients are left with a timely and memorable experience
- Responsible for identifying and escalating each Client issue within the prescribed timeframe from when you receive it
- Clarifying the Client’s issue and tracking appropriately within our in-house systems
- Simplifying Client issues and providing feedback to the appropriate team leaders affected by the issue at hand, in order to improve our client service and processes
Skills
- 2 years' Mortgage Customer Service experience or service industry experience
- Successful track record with Customer Service
- Strong ability to remain calm and positive in stressful situations
- Resourceful when problem-solving and able to think outside of the box while following the process in place
- Ability to multi-task, prioritize, and quickly solve any problems that arise
- Know when to escalate an issue and to the appropriate team, strong skills in judgment calls
- Ability to simplify and include all details to provide appropriate feedback
- Proficient with the entire Microsoft Suite and LOS experience preferred
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