Customer Relations Specialist(s) will be responsible for responding to borrower(s) concerns in a timely manner, have excellent verbal and written communication skills, and must be able to multi-task while working with multiple borrowers to resolve open complaints. The Customer Relations Specialist must maintain active communication with the borrower(s) while working to resolve their concerns.

The ideal Customer Relations Specialist will be a people person who will demonstrate empathy with clients and employees while working to resolve a customer complaint.

Daily responsibilities will include, but are not limited to:

• Act as a liaison between the customer and Secure One Capital employees in all departments.
• Help familiarize customers with guidelines and best practices.
• Proficiently explain loan guidelines and programs.
• Interact with customers through telephone and systems interface.
• Collect borrower documentation and add to customer file in the company LOS.
• Identify trends in customer concerns and document interactions for compliance and company training opportunities.
• Follow the Customer Service Policy for escalation handling to ensure appropriate teams are notified and contacted for action to save the loan.
• Respond and resolve complaints and negative reviews on the BBB, CA DBO or other business pages.
• Monitor and assist with social media pages (YELP, Google, Trust Link, etc.) for both positive and negative reviews.
  • Reach out to negative reviewers and work to remedy the situation which prompted the review.
  • Respond to positive customer reviews and follow brand guidelines for responses.
• Monitor and respond to company website chat requests and emails.
  • Triage customer requests to the appropriate teams
• Process customer refund requests as needed with the approval of the Customer Relations Manager.
• Manage monthly tracking of customer resolution logs.