Experienced Customer Care Representative – Escalation Team Specialist for Loan Origination Process and Technology Support at blithequark

Introduction to blithequark At blithequark, we pride ourselves on being a leader in the digital commerce industry, committed to serving our customers throughout their journey. With a strong focus on innovation and customer satisfaction, we have revolutionized the way people interact with our services. Our team is dedicated to providing exceptional support and ensuring that every customer has a positive experience. As a key member of our Customer Care team, you will play a vital role in representing blithequark and resolving customer inquiries and complaints in a professional and timely manner. Job Summary The Customer Care Representative position at blithequark is an exciting opportunity to join our escalation team, acting on behalf of our CEO to address customer concerns and provide top-notch support. As a voice of blithequark, you will be responsible for managing escalated customer inquiries, complaints, and compliments related to the loan origination process and technology used to navigate that process. Your primary goal will be to ensure customer retention and satisfaction, while also identifying areas for improvement and collaborating with internal teams to implement changes. Key Responsibilities Properly manage all escalated customer inquiries, complaints, and compliments in relation to the loan origination process, ensuring timely and effective resolution. Review, investigate, and respond to Alleged UDAAP and Fair and Responsible lending complaints, including but not limited to Appraisal/Appraiser bias complaints, in a thorough and professional manner. Ensure appropriate follow-up and resolution from the loan originations team, providing proper and timely communication and follow-up to the customer to guarantee a seamless experience. Escalate issues as required, focusing on customer retention and customer service, and collaborate with internal teams to resolve complex problems. Screen inquiring consumers for blithequark qualifications, prior to directing them to Sales leadership, to ensure a positive and seamless experience for our returning customers. Work closely with the IT department to identify system improvements and repeatable issues, documenting customer technology issues in the ticketing system (ServiceNow) and customer issues in the Customer Care complaint management system (Microsoft Dynamics 365). Requirements and Qualifications To be successful in this role, you will need to possess a unique combination of skills, including: A tech-savvy, high-energy, and adaptable attitude, with the ability to learn quickly and retain information in a fast-paced environment. Demonstrated excellence in internal and external customer service, with a strong focus on providing exceptional support and ensuring customer satisfaction. Ability to work effectively in a team environment, collaborating with internal stakeholders to resolve complex issues and implement process improvements. Strong communication and problem-solving skills, with the ability to articulate complex issues and provide clear, concise solutions. What We Offer At blithequark, we are committed to providing our employees with a comprehensive and competitive compensation package, including: An aggressive compensation package based on experience and skill set, with opportunities for growth and development. An inclusive, diverse, and collaborative culture where people from all backgrounds can thrive and grow. Extensive internal growth and professional development opportunities, including tuition reimbursement and training programs. A comprehensive benefits package, including Medical, Dental, and Vision coverage, as well as a wellness program to support both mental and physical health. Generous paid time off for both exempt and non-exempt positions, allowing you to recharge and pursue your passions. Career Growth and Development At blithequark, we are committed to helping our employees grow and develop in their careers. As a Customer Care Representative, you will have access to a range of training and development opportunities, including: On-the-job training and coaching, to help you develop the skills and knowledge you need to succeed in your role. Formal training programs, including workshops and seminars, to help you develop your skills and knowledge in areas such as customer service, communication, and problem-solving. Opportunities for career advancement, including promotions and lateral moves, to help you achieve your long-term career goals. Work Environment and Company Culture At blithequark, we pride ourselves on our positive and supportive work environment, where employees are encouraged to thrive and grow. Our company culture is built on a foundation of: Respect and inclusivity, where everyone is valued and respected, regardless of their background or perspective. Collaboration and teamwork, where employees work together to achieve common goals and objectives. Innovation and creativity, where employees are encouraged to think outside the box and develop new and innovative solutions. Customer focus, where everything we do is centered on providing exceptional service and support to our customers. Compensation and Benefits The base pay for this role is between $19.00 and $22.00 per hour, depending on individualized factors such as job-related knowledge, skills, qualifications, experience, and market location. In addition to your base pay, you will also be eligible for a range of benefits, including: Comprehensive health insurance, including medical, dental, and vision coverage. 401(k) retirement plan, with company match. Generous paid time off, including vacation, sick leave, and holidays. Opportunities for career advancement and professional growth. Conclusion If you are a motivated and customer-focused individual, with a passion for providing exceptional support and resolving complex issues, we encourage you to apply for the Customer Care Representative position at blithequark. As a key member of our escalation team, you will play a vital role in representing blithequark and ensuring customer satisfaction. With a comprehensive compensation package, opportunities for career growth and development, and a positive and supportive work environment, this is an exciting opportunity to join a dynamic and innovative company and take your career to the next level.