Customer Experience Advisor

Customer Experience Advisor

FirstCapUS

Columbus, Ohio

Salary: $24 an hour

Job Type: Full-time/Non-exempt

About the job:

We are looking for a self-starter who is excited by the opportunity to join a company at the ground level! We are a digital mortgage company. This means we handle mortgages online from start to finish. We have implemented processes to streamline and simplify the mortgage process. We are reinventing the way you get a mortgage by combining low rates with a modern approach. At the same time, we are wholly committed to communicating with our customers in a friendly, empathetic, timely and accurate manner.

Our Customer Experience Advisors (CX) play an essential role on the front line, writing to and speaking with our customers, working closely with the Customer Experience Team Lead, Processing, Underwriting, and Operations teams to resolve customer inquiries by email, phone and messaging. This is a tremendous opportunity to join a company that will invest in your training through several online courses and hands on training from different members of the FirstCap team. We will help you learn the mortgage process, the FirstCap method of handling it, and how to maximize your earning potential.

Your responsibilities will include:

• Manage and respond to all inbound communication by email, phone, text, chat and social media in a timely, accurate and professional manner and on-brand voice
• Collaborate with and make recommendations to our team to continually improve all aspects of the FirstCapUS customer experience
• Create loan submission packages for the underwriting team
• Review initial loan approval and work with client to get necessary documentation
• Communicate with business partners to facilitate the process
• Embody FirstCapUS core values, voice, and tone in order to provide a world-class experience for our customers

The ideal candidate:

• BA/BS degree required
• 2-4 years work experience in a customer-facing role (no mortgage experience necessary; we will train you)
• Exceptional written and verbal communication skills
• Passion for delivering a great customer experience and has demonstrated ability to drive customer satisfaction
• A team player who loves to work with others and has demonstrated exemplary interpersonal skills
• Strong organization skills, with high attention to detail and ability to multitask
• Strong problem-solving skills and desire to take initiative
• Optimistic, resourceful and curious learner who thrives in fast-paced startup environment

Benefits:

• Health, dental and vision insurance
• 401(k) matching
• Paid Time Off
• Flexible schedule
• Relaxed collegial environment

This is currently a remote position and we anticipate it staying remote, however, some office time may be requested and/or required at a later date. As it stands, we gather for social lunches periodically for company morale and cohesiveness. FirstCap prides itself on being an open, flexible work environment that celebrates diversity in background, thought and personality. We are an equal opportunity employer.

Job Type: Full-time

Pay: From $24.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Paid training
• Vision insurance
• Work from home

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental Pay:

• Bonus pay

Education:

• Bachelor's (Required)

Experience:

• Customer Service: 1 year (Preferred)

Work Location: One location