Customer Service Representative

Position: Guest Service Associate

Who We Are:

Renovo Financial is a rapidly growing Chicago-based private lender and mortgage servicer working with real estate investors who acquire and renovate single and multi-family residential properties. We pride ourselves on supporting clients by providing unparalleled service, from the loan application through the payoff. Renovo’s reliability and “win-win” solutions-oriented approach is just one reason why our repeat and referral rates far exceed the industry average. Renovo was honored to be named one of Crain’s 50 fastest-growing Chicago companies and the 2022 + 2023 Top Workplace winner, as recognized by The Chicago Tribune, and 2023 Best Workplace by Inc. Magazine.

Position Summary:

Renovo’s Guest Service Associate is responsible for providing best-in-class service to borrowers and internal stakeholders. This position requires an assertive and highly collaborative individual who will thrive in a fast-paced environment and communicate effectively with a variety of different stakeholders. A top performer in this role will be highly organized, eager to assist customers with their needs, and have strong verbal and written communication skills. This position is eligible for overtime. The Guest Service Associate will report to the AVP of Guest Service.

Responsibilities:

• Customer Communication: Promptly and thoroughly respond to customer inquiries over the phone and through electronic correspondence.
• One Touch Resolution: Embrace and foster a culture of one touch resolution for all customer needs with particular attention to white glove service and an understanding of maintaining expected service levels.
• Process Improvement: Identify opportunities for process improvements and work with leaders to implement practical solutions.
• Monitor trends with the customer experience and inform management of same.
• Ad-hoc reporting, research, and projects as directed by management.

Ideal Candidate:

The ideal candidate for this role will have:

• Bachelor's degree from an accredited college or university
• At least 2 years of customer service experience
• Background in mortgage servicing or services preferred
• Exemplary written and verbal communication skills
• Ability to manage multiple tasks concurrently and self-prioritize workload to meet deadlines as an individual and leader
• Excellent organizational skills
• Proficiency with the Microsoft Office Suite with an emphasis on Outlook and Excel
• Customer-centric approach that finds solutions to our customers’ needs.

Behavioral Characteristics:

• Ethical Conduct: Uphold the highest standards of ethical conduct and professionalism.
• Self-Motivated: You take on tasks without waiting to be told what to do
• Positive Attitude: You approach situations with a proactive and positive attitude
• Adaptable: Ability to collaborate effectively with cross-functional teams and work in a fast-paced, dynamic environment.
• Team Player: You believe that to be successful you need to leverage and trust your team. You lead by example.
• Openminded: Always seeks to find and develop creative solutions.

Renovo Financial is an equal opportunity employer. Renovo Financial does not discriminate in any employment actions (including hiring decisions) with regard to race, color, religion, national origin, citizenship status,ancestry, age, sex (including sexual harassment), sexualorientation, gender identityand expression, marital status, disability, military status or unfavorable discharge from military service or any other characteristic protected by law.

Renovo offers full-time employees a 401k plan with employer matching, paid time off, observance of company paid holidays, medical, dental, vision benefits for employees and their dependents, voluntary benefit offerings (life insurance and short-term disability), pre-tax FSA, commuter and dependent care benefits, maternity/paternity, hybrid work schedule, and more.