Bilingual Customer Service Representative, English & Spanish (Temp to Perm)

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’re Seeking:

We are seeking a Bilingual Customer Service Representative (CSR) to join our Customer Service team of professionals dedicated to delivering quality experiences. This position will be a 90-day contract with the potential of turning in to a permanent opportunity at the end of the contract period, dependent on business needs and candidate's performance. 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 siervice 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 full-time, in-office position based in Miami, FL with hours of operation of Sunday-Saturday from 9am – 12am EST. Candidates must have availability to work any 8-hour or 10-hour shift during our hours of operation for consideration IE Monday through Friday, 3pm-12am, Tuesday through Saturday 12pm-9pm, etc...

Key Responsibilities:

• Provide exceptional service support to property owners, contractors, and internal partners through various channels.
• Process incoming calls with the intent of 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.
• Ensure all interactions are thoroughly documented with issue, 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 judgement to actively self-assess interactions to ensure compliance.
• Confirm applications are complete with all appropriate and required documentation.
• Contact property owners throughout the course of improvements to confirm change orders and updated terms as necessary.
• Contact property owner upon project completion to confirm project was completed to their satisfaction and re-review financing terms.
• Review and manage Florida and California projects In Review status with a sense of urgency and desire to maintain 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.
• Document and forward issues that require supplemental support for resolution.
• Be a subject matter expert regarding the PACE program, FortiFi financing solutions, and company processes/ procedures.
• Consistently achieve performance goals relative to call center metrics and quality assurance.
• Follows all rules and regulations set forth by applicable regulatory agencies.
• Exhibit a willingness to learn and grow.
• Perform special projects and other duties as assigned.

Experience & Qualifications:

• High School Diploma or equivalent
• Bilingual: English & Spanish
• 2+ years customer service experience preferred, but not required
• 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

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 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.

Details: This is an in-office position (remote during the COIVD19 Pandemic), full-time position. Evening and weekend work may be required as job duties demand. Travel to other office locations as needed.

Job Type: Full-time

Pay: $22.00 per hour

Shift:

• 10 hour shift
• 8 hour shift
• Evening shift

Weekly day range:

• Weekend availability

Ability to commute/relocate:

• Miami, FL 33126: Reliably commute or planning to relocate before starting work (Required)

Education:

• High school or equivalent (Preferred)

Experience:

• Customer Service: 1 year (Preferred)
• PACE: 1 year (Preferred)

Language:

• Spanish and English fluently (Required)

Work Location: One location