Support Specialist I

Posted Date 3 weeks ago(5/27/2021 5:11 PM)
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Position: Support Specialist l

Location: Remote/Tustin, CA

Position Summary:

Support Specialist l primarily focuses on answering phone calls from New American Funding Borrowers. Answer, assist, and route calls or situations as needed. As well, deliver above and beyond customer service and contribute to a positive environment. This role is important to our organization because they set the first-impression experience to our end-users.


  1. Answer calls in a timely-manner and meet business Service Level Agreements with Above and Beyond Customer Service on phone system
  2. Provide general assistance, simple solutions, or job aides to end-users
  3. Document end-user technical & customer service issues via ticketing system
  4. Escalate technical/customer service issues to Support Engineers and Management
  5. Forward and route calls to appropriate New American Funding team or Department
  6. Return voicemail calls from end-users
  7. Connect Borrower’s to their assigned loan officers when end-users are following up with the loan application
  8. Notify Loan Officers of their borrowers calling via NAF CRM
  9. Document end-user feedback, or trends on RapidApp, and submit to Management
  10. De-escalate minor inconveniences and provide appropriate information for next actions
  11. Follow up with end-users if their issues is resolved or communicate information related to their reported issue.
  12. Expectations are not limited to the above


  • Excellent written & verbal communication skills
  • Positive-Thinking
  • Must work well in fast-paced environment and ability recover quickly after escalations

Desired Education/Experience:

  • High school diploma or general education degree (GED).
  • Recent customer service experience a plus.

Work Authorization: Must be able to verify identity and employment eligibility to work in the U.S.

Other Duties: This job profile is not intended to be an all-inclusive list of job duties and responsibilities, as one may perform additional related duties as assigned in order to meet the needs of the organization.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be able to lift up to ten pounds. Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a keyboard; and to verbally communicate to exchange information. VISION: See in the normal visual range with or without correction. HEARING: Hear in the normal audio range with or without correction.

[EOE/M/F/D/V. Drug-free workplace.]




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