Consumer Escalation Specialist at YGrene in Petaluma, California

Job Description:

YGrene

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.

Consumer Escalation Specialist

Serves as escalation point for more complex consumer concerns. Completes review of customer loan documentation and negotiates resolution. Provides handoff of information to Legal for issues escalating to litigation.

Consumer Escalation Specialist Duties and Responsibilities:

Research and Resolution: 70%

• Assume ownership of inquiries reported by property owners, contractors, consumer protection agencies and/or municipalities until the resolution is successfully accomplished.
• Independently complete complex investigation of property improvement projects both pre- and post-funding to ensure contractor quality and compliance, as well as property owner satisfaction.
• Create research binders with data compiled from dashboards, contracts, invoices, Docusign, and other sources as needed. Documents timeline, signatures obtained, and objectively states the facts of each case.
• Determine when it is appropriate to involve the property owner, contractor, business partners or others regarding a customer issue or concern.
• Request information as appropriate, including photos, and partner with RAM to negotiate resolution with contractor.
• Maintain thorough notes throughout negotiation and process investigation file closing.
• Seek out and address the root cause of issues through collaboration with subject matter experts in Sales, Marketing, Legal, Finance and Operations.
• Provide world class service through consistent, accurate and timely resolution of inquiries in compliance with our Service Level Agreement.

Compliance: 20%

• Provide suggestions and input relevant to building and improving upon the consumer escalation process.
• Partner with Legal to handoff research on most complex cases involving potential litigation.
• Notify Contractor Compliance of contractor issues and/or complaint trends to proactively address further opportunities for the issues to continue.
• Research and help to collect on payments made to contractors in error.

Other Duties as Assigned: 10%

• Perform special projects and research as assigned.
• Perform other duties as assigned.

Consumer Escalation Specialist Skills and Experience:

• This position requires a combination of education and experience equivalent to a Bachelor’s degree in business administration or related field; and 2 years of experience in PACE financing, mortgage lending, or related field.
• Knowledge of PACE financing practices and processes.
• Knowledge of Call Center practices and procedures.
• Knowledge of loan processing, underwriting, funding, lending, and/or marketing practices and procedures.
• Knowledge of construction and/or real estate industry, preferred.
• Strong influence management and communication skills
• Exceptional organizational and time management skills
• Strong verbal and written communication skills.
• Meticulous attention to detail.
• Excellent negotiation and decision-making skills
• Ability to self-start, take initiative and act upon decisions.
• Ability to problem solve and conduct objective root cause analysis

Work Environment & Physical Requirements:

• This position operates in a professional office environment and routinely uses standard office equipment such as computers, phones, photocopiers, scanners, and filing cabinets.
• Work environment is indoors with majority of time spent sitting at a desk.
• Ability to stand, bend, stoop, sit, walk, twist and turn.
• Ability to lift up to 25 pounds occasionally.
• Ability to use a computer keyboard and calculator.

Position Type, Expected Hours of Work, and Travel:

• This is a full-time position.
• Days and hours of work are Monday through Friday, 8 a.m. to 5 p.m. Evening and weekend work may be required as job duties demand.
• No travel is expected for this position.
• Occasional telecommuting is possible with manager approval.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. This document does not represent an employment contract.

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