USD17.00-18 per year
Oakland, CA - (USA) 500 North 12th Street Suite 123 CA Oakland , CA - 94607 Phone : 510-835-2424
Primary Responsibilities: Customer Support Associates are the Initial point of support (both phone and email) for the Mosaic loan product and technology platform. Associates are principally engaged in answering inbound phone calls and responding to emails from Mosaic borrowers and installer partners during the customer acquisition (pre-loan) stages.
Secondary Responsibilities: Credit underwriting, assistance with other underwriting (review queues) as needed to satisfy SLAs, supporting infrequent inquiries from customers of Mosaic's dormant investment platform.
* Customer Service
* High volume call handling
* Technical skills (software)
* Attention to detail
* Oral and written communication
* Nice to have:
* Financial products / bank experience
* Spanish fluency
Metrics: (individual) 40 calls/day, 10 tickets solved/day, no more than 20 unsolved tickets at any time; minimum 95% score on weekly phone audit/evaluation [example], average call time 5m or less, average wrap-up time 2.5m or less; (team) 85% of calls answered in 60 seconds, 100% of partner tickets first reply in 2 hours