Position Summary:

Job Duties and Responsibilities include:

• Receive, log, and track all appeals and complaints provided by applicants of the R3 Program.
• Track responses on all complaints and appeals, in adherence with program documentation policies.
• Communicate effectively with applicants, staff, program team members, and the Program’s Legal Department to resolve all appeals and complaints
• Coordinate resolution of complaints and appeals by performing tasks such as investigating the complaints or appeal, surveys, interviews, educating the applicants, etc.
• Pay close attention to applicants and ensure that complaints are properly mitigated and attended to.
• Escalate a complaint or appeal, if warranted, to a higher management position for the appropriate actions to be taken.
• Ensure that applicant complaints are resolved in a timely manner.
• Oversee other customer-interfacing team members, including the warranty claim coordinator and the call center lead. Work with these team members to identify and escalate trends that have an impact on customer service.
• Adhere to established program guidelines, standard operating procedures and documentation standards, within required time frames.
• Adhere to department and company guidelines.
• Perform other duties as assigned.

Qualifications and Skills:

• Must be available to complete 200 hours/month.
• Professional Proficiency in Spanish and English language.
• Proficiency in Microsoft Office and ability to work in other programs such as Smartsheets and Program Databases
• Ability to understand and adhere to program guidelines to solve customer complaints and appeals.
• Ability to work with heavy load of appeals and complaints within required deadlines.
• Excellent listening, verbal, and written communication skills.
• Ability to demonstrate empathy, maintain professionalism, and handle challenging situations appropriately.

Preferred:

• Legal background is an asset, although not required.
• PMP or project management training is an asset, although not required.
• Prior experience in disaster recovery (CDBG-DR or FEMA Programs) or mitigation is an asset, although not required.
• Prior experience handling and solving customer complaints, although not required.
• Knowledge of Xactimate estimating software is an asset, although not required.

Required Education and Experience:

• Bachelor’s degree or higher in a relevant field (ex. law, social service, etc.)
• At least 5 years of experience in a position that is relevant to customer relations.

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