Client Relations Specialist (Remote LATAM) - 34623194138

The Customer Relations Specialist is responsible for delivering exceptional support to contractors and property owners throughout the financing process for residential and commercial energy-efficient improvement projects. This role serves as a key point of contact, ensuring accurate information collection, prompt responses, and a smooth overall experience. The ideal candidate will be proactive, organized, and committed to enhancing the customer journey and driving project completion.

(Percentages indicate approximate time allocation; total should equal 100%)

• Proactively engage with applicants who do not have an assigned contractor, connecting them with approved partners.

• Support the sales team by developing leads and educating clients on financing program details.

• Handle inbound and outbound calls with property owners, contractors, and other stakeholders to take applications, resolve inquiries, and troubleshoot issues.

• Use effective problem-solving skills to retain customers by addressing concerns and resolving complaints.

• Communicate through multiple channels (phone, email, chat) to manage interactions.

• Review daily pipeline reports to manage project status and ensure timely issuance of the Notice to Proceed (NTP).

• Maintain momentum by following up with all stakeholders and updating project stages regularly.

• Monitor funding conditions and escalate as needed to meet deadlines.

• Partner with underwriters to gather required documentation from customers.

• Take ownership of project progression post-underwriting decision.

• Ensure all finance agreements and closing documentation are properly executed and stored.

• Perform Identity Verification (IDV) and Deal Verification (“Welcome Call”) for property owners.

• Confirm project completion and documentation compliance.

• Collaborate with internal teams to resolve delays, secure documentation, and maintain workflow efficiency.

• Accurately document all customer interactions and maintain updated system records.

• Attend team meetings, complete ongoing training, and uphold performance benchmarks.

• Bachelor’s degree in finance or a related field, or equivalent combination of education and 3+ years’ experience in banking, mortgage, or consumer finance. (Commercial or SBA finance experience preferred.)

• Bilingual in English and Spanish strongly preferred.

• Prior experience in a high-volume call center environment is required.

• Proficiency in Microsoft Word, Excel, and PDF tools.

• Strong general computer and documentation abilities.

• Self-starter with excellent organizational and multitasking skills.

• Strong conflict resolution, analytical thinking, and creative problem-solving capabilities.

• Effective communicator with active listening skills and empathy.

• Team-oriented with the ability to work cross-functionally to resolve complex issues.

• Full-time position.

• Must meet performance standards on a rolling 3-month basis:

  • Attendance: 3 or fewer tardies/absences (case-by-case review)

  • Adherence: 90% minimum

  • QA Score: 90% minimum

  • Average Handle Time (AHT): ≤10 minutes

  • Errors: None (case-by-case review)