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.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Rising Phoenix Holdings Corporation is an Equal Employment Opportunity Employer.