Note: This position is open exclusively to candidates currently enrolled in the Hiring Our Heroes Fellows Program. Applications from individuals not participating in the program will not be considered.
Responsible for supporting the customer experience by effectively coordinating service operations and addressing client needs using industry-standard protocols.
Customer Issue Resolution and Communication: Acting as the primary point of contact for escalated customer issues and resolving them promptly & effectively. Maintaining clear, professional communication with customers and executive staff.
Service Quality and Process Improvement: Monitoring and assessing service quality, developing and implementing strategies for process improvement.
Data Analysis and Reporting: Utilizing online tools to extract, analyze, and customize performance data for stewardship reports, driving actionable items to support customer needs.
Customer Training and Tool Promotion: Educating customers on the use of online servicing and billing tools, leading training sessions to improve customer self-service capabilities and promoting the use of these tools as alternative solutions.
Relationship Management and Policy Implementation: Fostering strong relationships with key customers and stakeholders, developing and maintaining customer-specific service guides, and implementing comprehensive programs to minimize churn and ensure compliance with service policies.
