Guest Service Associate

Renovo Financial, LLC; Chicago (IL); On-site; USD 43,200 - 52,800; Full time

Job summary

A leading financial services company in Chicago is seeking a Guest Service Associate to provide top-tier service to borrowers and internal stakeholders. The ideal candidate will have a Bachelor's degree, at least 2 years of customer service experience, and strong communication skills. Responsibilities include handling customer inquiries, promoting one touch resolution, and identifying process improvements. This role offers a starting salary of $48,000 per year and opportunities for overtime.

Qualifications

• Bachelor's degree from an accredited college or university.
• At least 2 years of customer service experience.
• Background in mortgage servicing or services preferred.
• Exemplary written and verbal communication skills.
• Ability to manage multiple tasks concurrently.
• Excellent organizational skills.
• Customer-centric approach to find solutions to needs.

Responsibilities

• Promptly respond to customer inquiries over the phone.
• Embrace a culture of one touch resolution for customer needs.
• Identify opportunities for process improvements.
• Monitor customer experience trends and inform management.
• Conduct ad-hoc reporting, research, and projects.

Skills

Customer communication

Process improvement

Organizational skills

Verbal communication

Written communication

Education

Bachelor's degree

Tools

Microsoft Office Suite

Job description

Who We Are:

Renovo Financial is a rapidly growing Chicago-based private lender and mortgage servicer working with real estate investors who acquire and renovate single and multi-family residential properties. We pride ourselves on supporting clients by providing unparalleled service, from the loan application through the payoff. Renovo’s reliability and “winwin” solutions-oriented approach is just one reason why our repeat and referral rates far exceed the industry average. Renovo was honored to be named one of Crain’s 50 fastest-growing Chicago companies and the 2022 + 2023 Top Workplace winner, as recognized by The Chicago Tribune, and 2023 Best Workplace by Inc. Magazine.

Position Summary:

Renovo’s Guest Service Associate is responsible for providing best-in-class service to borrowers and internal stakeholders. This position requires an assertive and highly collaborative individual who will thrive in a fast-paced environment and communicate effectively with a variety of different stakeholders. A top performer in this role will be highly organized, eager to assist customers with their needs, and have strong verbal and written communication skills. This position is eligible for overtime. The Guest Service Associate will report to the AVP of Guest Service.

Responsibilities:

• Customer Communication: Promptly and thoroughly respond to customer inquiries over the phone and through electronic correspondence.
• One Touch Resolution: Embrace and foster a culture of one touch resolution for all customer needs with particular attention to white glove service and an understanding of maintaining expected service levels.
• Process Improvement: Identify opportunities for process improvements and work with leaders to implement practical solutions.
• Monitor trends with the customer experience and inform management of same.
• Ad-hoc reporting, research, and projects as directed by management.

Ideal Candidate:

The ideal candidate for this role will have:

• Bachelor's degree from an accredited college or university
• At least 2 years of customer service experience
• Background in mortgage servicing or services preferred
• Exemplary written and verbal communication skills
• Ability to manage multiple tasks concurrently and self-prioritize workload to meet deadlines as an individual and leader
• Excellent organizational skills
• Proficiency with the Microsoft Office Suite with an emphasis on Outlook and Excel
• Customer-centric approach that finds solutions to our customers’ needs.

Pay: From $48,000.00 per year

At Renovo, we’re building a team that reflects a wide range of backgrounds, perspectives, and skills because we believe diverse voices make us stronger. We’re proud to be an equal opportunity employer and welcome applicants of all identities and experiences.