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Customer Success Assistant

Owning Corporation Orange, CA
  • Posted: over a month ago
  • $14 to $16 Hourly
  • Full-Time
  • Benefits: Vision, Medical, Dental

PURPOSE AND DISTINGUISHING CHARACTERISTICS

This is an entry level customer success role with the Owning Customer Success Team. This position will carry the responsibility of handling inbound and outbound calls with Owning funded borrowers regardless of the type of borrower with the goal of completing our customer success survey as well as assigning customer service/servicing questions/requests/issues that arise during the survey or call to the Customer Success Agent. The Customer Success Assistant will add reviews while demonstrating appreciation towards the borrower for choosing Owning for the recent home financing needs. In addition, this role will request referral business as a result with positive review borrowers.

Room for promotion into a Customer Success Agent role is available and will be based upon overall performance and knowledge gained surrounding Customer Success and the overall Owning mortgage process and lender servicing companies’ handling of servicing issues and questions gained over time in the assistant role.

Requirements

KNOWLEDGE, SKILLS, AND ABILITIES

  • 0-2 years of mortgage customer service experience preferred/customer service experience
  • Call Center Experience is a plus but not necessary
  • Strong interpersonal and customer service skills
  • People-oriented and Customer Centric
  • Organized/Detail oriented
  • Quick thinker and solution seeker
  • Must be a great team player
  • Able to maintain calm under stressful situations over a call/in-person

Responsibilities

EXAMPLES OF TASKS

  • Dialing out to borrowers who have funded their loan with Owning Lending Team or sold/bought their home through Owning Real Estate Team to gauge their overall experience with Loan Agent/Processor/Overall Experience
  • Take ownership of the Customer Experience, as well as demonstrate attributes in accordance with the Owning brand experience expectations
  • Requesting online reviews and referral business from funded borrowers whenever the borrower has had a positive experience
  • Achieve monthly individual and team-based targeted performance goals regarding online reviews
  • Assigning new customer service/servicing cases to Customer Success Agents
  • Obtain all relevant information from the borrower to handle requests and complaints accurately and efficiently with inbound and outbound calls
  • Sending out First Payment Letters daily
  • All other duties as assigned

Owning Corporation

Owning is the modern real estate transaction platform that is changing how real estate is bought and sold. Owning understands how the modern real estate transaction should unfold. As a buyer, Owning can put money in your pocket after your transaction closes. As a seller, Owning can provide communication, status, and digital processes that are superior to the traditional home selling process and at fraction of the cost.

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