Position Overview The Support Specialist provides operational/transactional support to all Renovate America customers (contractors, property owners, lenders, municipal partners, and internal field sales); offering full lifecycle support (Underwriting > Post Application Activities > Closing > Post Funding) for customer interactions delivered via a Contact Center work distribution/queue mechanism. Key Responsibilities • Provide transactional support for contractors (applications, collection of product details and finance document generation, change order processing, project completion confirmation, and funding submission assistance) via reactive (inbound) inquiries and proactive (outbound) outreach based on management prioritization / profitability indicators • Provide over-the-phone sales support for contractors while they are with customers, to include explaining the benefits of the program and the details of the home improvement project financing, with the intent to drive originations • Stay current on process/policy changes via Sprint Release communications and departmental communications; ensuring quick implementation into existing process flows • Execute de-escalation techniques while supporting both the Support Line and Escalation Line • Handle complex workmanship/contractor complaints, including the proper situational assessment and applicable escalation to Compliance • Adherence to company compliance rules and financial institution regulations • Ability to cross train on Underwriting and provide overflow support (including full origination underwriting, income verification, and condition processing) • Understanding of contact center performance metrics and consistently meet or exceed expectations • Ongoing participation in pilot groups geared towards process improvements and/or growth strategies • Maintain a strong working relationship with Account Specialists and Sales teams – sharing in the mutual desire to acquire and activate new contractors, and grow our established business • Provide overflow support for Post Funding inquiries and escalations Qualifications • High School Diploma required, or equivalent • 1+ year(s) in Customer Service; Contact Center experience preferred • Working knowledge of Microsoft Office products • Thrives in a fast pace work environment and enjoys multi-tasking