Full-Time Homeowner Originations Agent

Who We AreWe are creating the best way to finance clean energy for the home to help combat climate change. Mosaic partners directly with solar and home improvement professionals, who use our simple point-of-sale app to offer financing options to their customers. This makes it easy and affordable for families to make energy-efficient upgrades to their homes. Join us as we work toward our vision of 100% clean energy homes across America.

The OpportunityIn this role, you will collaborate closely with various teams to address partner and customer escalations, solve complex problems with an "ownership mindset," and communicate timely resolutions to both internal and external stakeholders.

Your day-to-day will consist of:

1. Quality Assurance Reviews: Complete 10-15 quality assurance reviews related to Credit Operations processes, welcome calls, credit stipulations, and other key customer touchpoints.
2. BPO Partner Oversight & Management: Act as the primary liaison between internal teams and the BPO, ensuring effective communication and alignment on goals and expectations. Monitor internal inquiries, provide timely and accurate responses while ensuring the BPO adheres to service standards, provide proactive feedback, track performance metrics, and collaborate with the BPO to create knowledge base articles. Regularly review outputs and make adjustments to ensure continuous improvement.
3. Customer Inquiries and Complaints: Monitor customer inquiries and complaints, ensuring effective resolution and ownership until resolved.
4. Social Media & Escalations: Review and manage social media reviews and escalations, taking appropriate action as necessary.
5. Third-party Authorizations: Approve and review authorized callers on customer accounts, ensuring compliance and accuracy.
6. Escalation Management: Handle escalations from Sales, BPO calls, and other functional areas, ensuring swift and effective resolutions.
7. Mail Processing: Participate in a weekly rotation to process incoming mail, ensuring all related tasks are handled efficiently.
8. Weekly QA Calibration Calls: Attend and contribute to weekly quality assurance calibration calls to ensure alignment on standards and procedures.
9. Case Management & Research: Manage case assignments, perform in-depth research and analysis, and ensure cases are directed to appropriate business units.
10. Process Improvement & Escalation Management: Contribute to building and refining an escalation process in Salesforce, enabling measurement and reporting.
11. Identifying and Leading Change: Analyze current processes, identify areas for improvement, and lead initiatives to streamline workflows.
12. Other Duties as Assigned: Be prepared to take on additional tasks to support the business.

Skills:

• 3+ years of experience in customer service, consistently performing at a high level.
• Resourcefulness and persistence; able to solve complex issues by collaborating.
• Strong organizational, analytical, and customer problem-solving skills.
• Self-driven with intrinsic motivation and a focus on team success.
• Integrity, excellent interpersonal skills, and the ability to engage customers and resolve conflicts effectively.
• Salesforce proficiency.
• Comfort with reporting tools like Tableau, Periscope.
• Proficiency in Salesforce, Excel, and Google Suite.

Bonus Points:

• 1+ years of experience in a call center environment.
• 1+ years of experience in a quality assurance role.
• Experience in reporting and data analysis.
• Experience with residential solar installers and/or home improvement financing programs.
• Bilingual in Spanish.

Compensation: $24-$27/hour.

Timeline: Accepting applications until May 25th, 2025.

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