Customer Care Analyst II - Loans

Location: Any CSI office. Open to location discussion.

JOB SUMMARY

Hawthorn River, a CSI Company's Customer Care Analyst IIs provide product and application expertise to customers. They typically have in-depth knowledge of multiple CSI product offerings. They initiate, manage and work through client projects to enhance product usage, resolving complex issues and increase product knowledge for the end users. They provide mentorship to teammates and may lead complex projects while supporting higher profile customer relationships.

KEY RESPONSIBILITIES

• Demonstrates expertise across multiple applications for preparing loan documents or loan processing and/or CSI service areas; provides mentorship to peers less experienced.

• Gathers customer requirements and puts together advanced project plans to address immediate client needs.\

• Typically participates in multiple projects simultaneously and handles a workload greater than that of a less experienced Customer Care Analyst.

• May support the more strategically focused, high-profile customer relationships.

• Provides virtual and/or on-site project support and training to customers.

• Develops and maintains a library of problem resolution actions and book of knowledge for the Customer Service desk to reference; acts as a point of escalation for issues that cannot be quickly resolved through Customer Service and requires in-depth research and analysis for resolution management.

• Identifies trends with product issues and/or collects client feedback for desired functionality; provides product and customer feedback with to other internal departments from which corrections are made and/or product enhancements considered.

• Schedules, plans, leads and/or completes, and follows-up on all System Utilization Reviews.

• May be required to travel independently or with other departments as needed for site visits

• Performs other duties as assigned.

PRIMARY RESULTS ACCOUNTABLE FOR ACHIEVING

• Projects are completed on time and meet customer requirements.

• More efficient product usage for end-users.

• Internal and external customer satisfaction.

• Decreased contact of customers to customer service and RM group.

• Customer Satisfaction.

JOB REQUIREMENTS

Education & Certifications:

Technical education or job knowledge equivalent to a 2-year college or trade school.

Experience:

The minimum amount of relevant work experience required to successfully perform the job is at least five (5) years.

Experience with loan originations and loan documentation, required.

Experience with administering loan origination platforms or loan documentation, highly preferred.

Required Skills:

• Customer service skills

• Project management skills

• Problem-solving skills

• Cross-functionality and inter-team collaboration skills

• Mathematical skills

• Communication skills

• Reasoning skills

• Computer skills

• Administrative skills

• Analytical skills

RELATIONSHIP BUILDING

This position requires regular contact both inside and outside the company at all organizational levels.

DECISION MAKING

This position requires the use of judgment to plan and perform; general decisions are made to solve a problem or select a course of action for a standard or recognized method of operation.

SUPERVISION RECEIVED

General Supervision. Assignments are both task-oriented and objective-oriented. Work is reviewed by for soundness of judgement and overall adequacy and accuracy.

WORK ENVIRONMENT

The work environment characteristics described below are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Travel: Some travel required (up to 25%).

Physical Demands:

The employee is regularly required to sit, talk, and hear, and use hands to finger, handle or feel. This position requires the ability to occasionally lift or move up to 10 pounds. This position requires close vision (clear vision at 20 inches or less) and the basic need to look at a computer screen 8 hours a day.

Not For Albany County, NY, California, Colorado, Connecticut, Hawaii, Maryland, Nevada, New York City, Washington applicants.

CSI is a leading fintech, regtech and cybersecurity solutions partner operating at the intersection of innovation and service. As a trusted technology company, CSI excels at driving businesses forward with a unique blend of cutting-edge solutions, decades of experience and a commitment to authentic partnerships defined by our customer-first culture.

CSI is dedicated to providing challenging and rewarding careers for our employees across the country and offers a competitive compensation package, including health, dental and vision insurance, paid vacation, 401k, and much more!

For more information about CSI, visit www.csiweb.com.

CSI is proud to be an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability, veteran status, genetics, or any other legally protected basis.

If you live less than one (1) hour drive from a CSI office, you will be required to be hybrid in-office.

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