Customer Service Representative - Bilingual (Temporary - Full-Time)

Job Description

Job Description

Salary : $22.00

Who We Are :

FortiFi (formerly Energy Efficient Equity) is a growing specialty lender providing secured financing in the Property Assessed Clean Energy (PACE) sector for both residential and commercial properties.

Founded in 2015, FortiFi has grown to become a leading player in the PACE sector headed by a seasoned management team with an extensive amount of specialty finance.

We’re growing our team of smart, dedicated, passionate people looking to make a difference not only in the finance space, but in the communities around us!

Who We Are Seeking :

We are seeking a Bilingual Customer Service Representative (CSR) to join our Customer Service team of professionals dedicated to delivering quality experiences.

This role is focused on daily operations with a direct impact on moving projects forward, works in a call center environment, and is responsible for supporting and meeting the service needs of all property owners, contractors, and internal partners who seek assistance from Customer Service.

The CSR will be responsible for efficiently processing incoming calls while managing requests for action items requiring completion.

In addition, the CSR will work closely and proactively with property owners, contractors, and our internal partners in Sales, Underwriting, Compliance, and Operations to provide a top-tier, quality experience during the lifetime of a loan.

This is a temporary part-time, Remote position based in Miami, FL with hours of operation from Monday to Friday from 10am 9pm EST and Saturday from 10am to 4pm EST.

The CSR in this position will be scheduled to work from 11 : 00 am - 8 : 00 pm EST.

Duties & Responsibilities :

• Provide exceptional service support to property owners, contractors, and internal partners through various channels.
• Process incoming calls while delivering a top-tier, quality experience on every interaction.
• Provide web support for FortiFi’s contractor portal, online identity verification, and virtual access / execution of financing documents.
• Thoroughly document all interactions with issues, action taken, and resolution in FortiFi’s proprietary portal to maintain a detailed timeline of events for each file.
• Complete the Identity Verification (IDV) for all property owners of record.
• Confirm receipt of Finance Agreements (FA) to all property owners of record.
• Contact new applicants and welcome them to FortiFi, explain how the PACE program works, and review their financing terms.
• Use sound judgment to actively self-assess interactions to ensure compliance.
• Review applications to ensure they are complete and verify appropriate and required documentation.
• Contact property owners throughout the course of improvements to confirm change orders and updated terms as necessary.
• Contact property owners upon project completion to confirm satisfactory project completion and re-review financing terms.
• Review and manage Florida and California projects In Review status with a sense of urgency while maintaining an up-to-date status on all files and progress applications.
• Support the sales team with timely response to their requests to assist property owners and / or contractors.
• Provide results and feedback to appropriate internal partners and management.
• Identify, document and escalate issues that require supplemental support for resolution.
• Develop expertise in subject matter regarding the PACE program, FortiFi financing solutions, and company processes / procedures.
• Consistently achieve performance goals relative to call center metrics and quality assurance.
• Adhere to rules and regulations set by applicable regulatory agencies.
• Demonstrate a willingness to learn and grow.
• Perform special projects and other duties as assigned.

Experience & Qualifications :

• Communicate tactfully and effectively, verbally and in writing.
• Highly organized with a strong attention to detail.
• Ability to work as part of a team in a fast-paced environment.
• Assume accountability for areas of responsibility.
• Prioritization skills with capacity to efficiently process multiple requests.
• Thorough with capability to research and understand a project timeline through notes.
• Ability to protect consumer information and customer records / data by adhering to privacy and confidentiality guidelines.
• Ability to maintain strict confidentiality regarding proprietary company information and trade secrets.
• Desire and ability to develop prolific business relationships.
• Empathetic, patient, and understanding with ability to convey a shared sense of urgency to match homeowner’s and / or contractor’s concerns.
• Ability to work independently to evaluate situations and determine best course of action.
• Proficient in the use of Google Docs and Microsoft Office programs with demonstrated ability to learn new technology as needed.
• Evening and weekend availability is required.

Preferred Qualifications :

• Customer Service : 1 year + experience
• PACE : 1 year + experience

In-Office Environment and Physical Demands :

• This position operates in a professional office environment and routinely uses standard office equipment such as computers, phones, photocopiers, scanners, and filing cabinets.
• Work environment is indoors with the majority of time spent sitting at a desk.
• Ability to stand, bend, stoop, sit, walk, twist and turn.
• Ability to use a computer keyboard and calculator.
• Ability to lift up to 25 pounds occasionally.

Position Details :

• Job Type : Full-time, temporary position.
• Work Setting : In-person - Miami location (zip code 33126).
• Salary : $22.00 per hour.
• Shifts : 10 hour and 8 hour shifts.
• Daytime, weekend and evening shifts.
• Reliable transportation to our Miami office location.
• Bilingual fluency in English and Spanish is required.

Education :

High school or equivalent (Preferred)

FortiFi Financial is an equal opportunity employer. FortiFi Financial provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

remote work