Operations Specialist Associate - Philippines

Location

This position is remote and based out of the Philippines. 

Role Description:

The Operations Specialist Associate is critical to the success of the LightReach Platform, managing the support and processing ecosystem surrounding Palmetto’s financial products. They work to ensure smooth intake surrounding all financial product transactions. The role is at the forefront of installer support and underwriting. 

About You! 

• Minimum 2+ years of experience in a customer, tech, or sales support role
• Knowledge of the construction or solar industry preferred
• Spanish speaker is a plus
• You’ve got a passion for servant leadership, willing to support frontline sales reps and team members to successfully transact on the Palmetto financial product platform. 
• You maintain a high level of emotional intelligence, able to navigate through stressful situations in a tactful manner. 
• You are an excellent conversational English writer
• You are proficient in web-browser hotkeys/shortcuts, and have a high typing speed of at least 40 words per minute. 
• Knowledge of the construction or solar industry preferred

Success Defined

• Consultative Support: 95% Support requests responded to within 2 minutes, with high quality execution. Accurate guidance and coaching of sales members relative to product parameters, milestones, etc. 
• Resource Management: Consistent accuracy & attention to detail on training and knowledge base development
• Underwriting: 95% Underwriting reviews executed & properly dispositioned within 15 minutes.
• Compliance: Thoughtful & balanced execution of compliance scenarios 

Reporting Lines:

• Operations Specialist Associate (OpSpec) will report into OpSpec Team Leads
• SOPs and coaching of Associates will be provided by Team Leads and Director
• Feedback and coaching will be provided in real time, as appropriate, and in department wide meetings 2-3 times per week.

Core Working Hours: EST

• Friday:     11AM-8PM EST
• Saturday: 11AM-8PM EST
• Sunday:    11AM-5PM EST
• Monday:  3PM-12AM EST
• Tuesday:  3PM-12AM EST

Responsibilities: 

1. Installer chat support

• Monitor designated chat (intercom) queues for installer support inquiries
• Consult with installation partner personnel and sales representatives, providing thorough guidance on our processes and milestone requirements
• Inquiries may include administrative support, underwriting support, and sales support
• Execute initial chat response: 95% within 2 minutes. 

• Monitor designated chats (intercom) and queues (LightReach portal) for inbound documentation submissions
• Execute underwriting review of all submissions: 95% within 15 minutes

Process Overview: 

1. Installer chat support

• Maintain consistent presence in chat queues, monitoring for inbound SMS conversations
• Execute initial chat response (acknowledgement of inquiry): 95% within 2 minutes
• Review inquiries thoroughly and provide guidance on solutions and LightReach processes in a concise manner
• Reference knowledge base articles as appropriate to educate installer personnel and help them self-guide via our knowledge base resources. 
• Review any underwriting document submissions within the scope of support inquiries, and provide a timely review. 

• Within the scope of chats (intercom) and queues (LightReach portal), review any underwriting (NTP) documentation submissions
• Approve or reject submissions based on internal guidelines
• Correspond with the partner, providing status updates and guidance on next steps, as appropriate, helping to guide the installer to achieve NTP.