Customer Experience Associate

About the Role

The Customer Experience Associate I will provide frontline support to PRMI’s customers. They will handle basic inquiries and resolve straightforward issues through various channels, such as phone calls, emails, and chat. They will assist the customer with account level information, troubleshooting problems with their account, and maintaining accurate records for interactions. They are responsible for providing consistent and accurate information. They will have a focus on prompt and professional assistance to customers, contributing to overall customer satisfaction.

Key Responsibilities

• Provide frontline support to customers via phone, email, chat, or in person.
• Assist customers with basic inquiries, troubleshooting, and problem-solving.
• Acquire a basic understanding of the company's policies and procedures to effectively assist customers.
• Participate in extensive, ongoing training.
• Maintain accurate records of customer interactions and transactions.
• Ensure customer satisfaction by addressing concerns promptly and professionally.
• Escalate complex issues to higher-level support or management as needed and in accordance with procedures.
• Provide feedback to management regarding recurring issues or customer concerns.
• Demonstrate a basic ability to manage customer inquiries with professionalism and within a timely manner.

Requirements & Tech Stack

• Graduate level writing & communication skills.
• Strong communication, analytical, and problem-solving skills.
• Ability to effectively and professionally handle difficult situations that may arise when working with branches/divisions.
• Ability to function well in a high-paced and at times stressful environment.

Qualifications

• 0 - 12 months tenure.
• No Prior Experience Required.
• Communicate clearly and effectively.
• Utilize a computer.
• Maintain a work schedule.
• Effectively perform in an office setting.
• Compliance with and adherence to all applicable mortgage and fair lending laws and regulations as well as PRMI policies.
• Ability to work extended hours may be required.

Work Requirements

• To maintain and ensure secure privacy of borrower (and other protected) information, an essential function of this job may require physical attendance in a defined office space.