Homeowner Originations Agent Level 2

Summary

Join Mosaic, a company dedicated to financing clean energy for homes, as a Homeowner Operations Specialist. This remote-first role involves collaborating with various teams to resolve partner and customer escalations, ensuring timely resolutions. You will conduct quality assurance reviews, manage a BPO partner, handle customer inquiries and social media escalations, and process mail. The position requires strong problem-solving, organizational, and communication skills, along with experience in customer service and Salesforce. Mosaic offers competitive benefits, including health, dental, vision, paid time off, 401k match, and more.

Requirements

• 3+ years of experience in customer service, consistently performing at a high level
• Resourcefulness and persistence; able to solve complex issues by collaborating with different internal groups, including BPO teams
• Strong organizational, analytical, and customer problem-solving skills
• Self-driven with intrinsic motivation and a focus on team success
• Integrity, excellent interpersonal skills, and the ability to engage customers and resolve conflicts effectively
• Experience using Salesforce to manage your daily tasks and workflows
• Comfortability with reporting tools such as Tableau, Periscope, and other similar technologies
• Proficiency in Salesforce, Excel, and Google Suite

Responsibilities

• Complete 10-15 quality assurance reviews related to Credit Operations processes, welcome calls, credit stipulations, and other key customer touchpoints
• Act as the primary liaison between internal teams and the BPO, ensuring effective communication and alignment on goals and expectations
• Monitor internal inquiries via Slack channels, providing timely and accurate responses while ensuring the BPO adheres to service standards
• Provide proactive feedback to the BPO for improvement opportunities identified on a day-to-day basis
• Track performance metrics for the BPO, identifying areas for coaching and training, and collaborate with the BPO to create targeted knowledge base articles to address emerging trends and issues
• Regularly review BPO outputs and make adjustments to ensure continuous improvement in service delivery and customer satisfaction
• Monitor customer inquiries and complaints, ensuring effective resolution and ownership of the cases until resolved
• Review and manage social media reviews and escalations, taking appropriate action as necessary
• Approve and review authorized callers on customer accounts, ensuring compliance and accuracy
• Handle escalations from Sales, BPO calls, and other functional areas, ensuring swift and effective resolutions
• Participate in a weekly rotation to process incoming mail, ensuring that all related tasks are handled efficiently
• Attend and contribute to weekly quality assurance calibration calls to ensure alignment on standards and procedures
• Manage case assignments, performing in-depth research and analysis, ensuring cases are directed to the appropriate business units
• Contribute to building and refining a sustainable escalation process in Salesforce, enabling measurement and reporting of trends and results
• Analyze current processes, identify areas for improvement, and lead initiatives to streamline workflows and enhance efficiency
• As the role evolves, be prepared to take on additional tasks to support the business

Preferred Qualifications

• 1+ years of experience in a call center environment
• 1+ years of experience in a quality assurance role
• Experience in reporting and data analysis
• Experience working with residential solar installers and/or home improvement financing programs is a plus
• Bilingual in Spanish is an added advantage

Benefits

• Robust Health, Dental, and Vision Plans
• Generous paid time off
• 401k Match
• Lifestyle Spending accounts for professional wellness
• Mental Health: Headspace subscription, online therapy sessions