Job Description

OVERVIEW: The Customer Support Specialist is dedicated to providing exceptional service and support to all Newcoast customers. The Customer Support Specialist will be the primary contact for follow-up on deals to ensure timely lien perfection and corresponding notice to our lending partners. The Customer Support Specialist will follow the Deal Follow-Up Standard Operating Procedures to ensure a positive Newcoast customer experience.

KEY TASKS:

• Full adherence to the Deal Follow-Up Standard Operating Procedure
• Liaison with the loan processor, business manager, relationship manager on deals
• Follow up on missing seller originals as assigned
• Follow up on outstanding lien perfection
• Confirm with Lender that lien perfection has been completed and provide documented proof to lender of such perfection
• Assigning of titles and packaging of title docs
• Maintain detailed records of interactions in Hubspot
• Answer incoming calls through Zoom Contact Center
• Respond to customer inquiries in a timely manner
• Void checks and re-issue of checks
• Establishes and maintains relationships with all appropriate stakeholders
• Other duties as assigned

KEY RESULT AREAS:

• Adherence to Deal Follow-Up SOP measurables
• Full documentation of key tasks recorded within Hubspot
• Respond to customer inquiries in a timely manner
• Provide a high level of customer service
• High level of organization and attention to detail
• Ability to handle sensitive information with discretion and confidentiality

* Newcoast uses E-Verify, an Internet-based system, to confirm the eligibility of all newly hired employees to work in the United States. Learn more about E-Verify, including your rights and responsibilities.

Equal Opportunity Employer


This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor. Newcoast

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