Job Details
Description
About Us
At Finance of America, we help homeowners unlock the joy that comes from realizing the full potential of their retirement. Many people have significant wealth tied up in their homes and want to use it meaningfully in their next chapter. Our unique range of reverse mortgages allow homeowners 55+ to access that wealth while maintaining control over their home and financial future. With options tailored to their unique goals, we provide the financial flexibility they need to move forward with confidence.
Finance of America is guided by five values: We are customer obsessed, they are why we exist. We raise the bar. We take extreme ownership. We practice genuine collaboration. And we unleash our excellence. Together we are actualizing our vision to be the most beloved brand for homeowners in their next chapter.
To learn more about us, visit www.financeofamerica.com
Purpose of Role
Responsible for collaborating closely with operations, IT, and customer service teams to ensure smooth day-to-day performance of our telephony systems, customer service platforms, and reporting tools. Supports call center operations, troubleshoots technical issues, and improves system efficiency and creates reports and analytics for management.
Key Responsibilities and Expectations
- Provides first-line support for call center telephony platforms (Genesys).
- Troubleshoots call routing, audio quality, connectivity, and related system issues.
- Supports system configurations and assist with escalation to vendors or internal IT when needed.
- Develops and maintains operational reports using Excel and Power BI.
- Identifies, recommends and automates repetitive reporting tasks to improve efficiency.
- Monitors call center KPIs, trends, and agent performance data.
- Develops and runs SQL queries to extract and analyze data from internal systems.
- Creates ad-hoc reporting and data analysis requests using Power BI and MS Excel.
- Provides frontline technical support for CSR (Customer Service Representative) and acts as an SME to CSR team on Salesforce system.
- Assists agents with login issues, system access, and general troubleshooting.
- Documents and escalates unresolved issues to IT or system administrators.
- Partners with Salesforce Developers/Admins on maintaining and improving the lead flow processes.
- Partners with call center operations, IT, and training teams to improve system reliability and usability.
- Creates and maintains documentation for processes, troubleshooting guides, and system updates.
- Contributes to ongoing improvement initiatives for call center technologies and workflows.
- Performs other duties as assigned.
Reports To
- VP or Director of Customer Service
Qualifications - Experience/Skills/Competencies
- Minimum 2 years of experience in customer service or a call center environment. Sales experience preferred.
- Subject matter expert on Lead Flow Processes within Salesforce/CRM platforms.
- Excellent communication and collaboration skills.
- Strong multitasking, prioritization, and time management skills in a fast-paced setting.
- Problem solving and analytical skills.
- Highly proficient in MS Excel (formulas, pivot tables, charts, and graphics)
- Working knowledge of Power BI and data visualization skills.
- Working knowledge of SQL for data inquiries and reporting.
- Quick learner with a high aptitude for adapting to new technologies and tools.
- Detail-oriented with a commitment to accuracy and efficiency.
Qualifications - Education - Required
- GED Degree or certification in Information Technology, Salesforce or Computer Science.
Compensation
The base salary range for this position is ($60,000 - $75,000) inclusive of all geographical differences in the labor market. The base salary for the position will be determined based on factors such as the candidate’s work location, skills, education, and experience. In addition to those factors, we believe in the importance of pay equity and consider the internal equity of our current team members in determining any final offer. We offer a competitive benefits package including health, dental, vision, life insurance, paid time-off benefits, flexible spending account, 401(k) with employer match, and ESPP.
