Customer Service Agent

HANDLE INBOUND AND OUTBOUND CUSTOMER INTERACTIONS VIA PHONE, EMAIL AND CHAT.
- RESPOND TO CUSTOMER INQUIRIES, COMPLAINTS, AND REQUESTS WITH PROFESSIONALISM AND EMPATHY.
- ENSURE TIMELY RESOLUTION OF ISSUES WHILE ADHERING TO SERVICE LEVEL AGREEMENTS (SLAS).
- DOCUMENT CUSTOMER INTERACTIONS ACCURATELY IN THE APPROPRIATE INTERNAL SYSTEM (WHETHER CRM OR LOS).
- ESCALATE COMPLEX ISSUES TO THE APPROPRIATE DEPARTMENT WHEN NECESSARY.
- MAINTAIN GENERAL PRODUCT KNOWLEDGE AND STAY UPDATED ON COMPANY POLICIES AND PROCEDURES.
- STRIVE TO MEET AND EXCEED PERFORMANCE METRICS, INCLUDING RESPONSE TIME AND CUSTOMER SATISFACTION SCORES.
- ASSIST IN PROVIDING INFORMATION ABOUT LIFTFUND’S MISSION, LOAN APPLICATIONS, AND BUSINESS SERVICES.
- CONTINUOUSLY EVALUATE AND IDENTIFY OPPORTUNITIES TO IMPROVE PROCESSES THAT ENHANCE CUSTOMER EXPERIENCE.
- ENSURE CUSTOMER PRIVACY AND SECURITY, INCLUDING LENDING PROTOCOLS FOR INFORMATION GATHERING AND IDENTITY CONFIRMATIO
**Job Type**: Pa...