Customer Experience SpecialistLocation

　　US-PA-HorshamJob ID2024-2429

　　Positions1

　　Pay StatusHourly / Non-Exempt

　　Objective

　　Apex Commercial Capital is a wholly owned subsidiary of Firstrust Bank. Apex is a full-service lender whose focus is providing financing solutions to small businesses.Highly motivated and customer-focused professional with exceptional communication and problem-solving skills to enhance customer satisfaction and drive business growth.Apex Commercial Capital is an Equal Opportunity Employer.Minority/Female/Disabled/Veteran

　　Responsibilities/Duties

　　Interaction with customers via phone and email to provide assistance, answer inquiries, and resolveissues.* Handle a high volume of customer interaction while maintaining a high level of customersatisfaction.* Effectively multi-task while communicating with customers, conducting research within varioussoftware programs, and documenting interactions simultaneously.* Collaborate with cross-functional teams to address customer concerns and provide information toimprove overall customer experience.* Payment processing:o Retrieve daily incoming payments and prepare deposits.o Process ACH payments, review for correctness and completeness and prepare daily bankentries.* Miscellaneous Customer Request:o Payoff inquirieso Payoff processingo Satisfaction processing* Maintain the security and integrity of all customer data and personal information. This includes, butis not limited to authenticating customers, verifying, and updating customer information, andmonitoring account activity.* Assist as needed with additional tasks and projects.* Assists in the development of new business for Apex.* Perform other duties as assigned. 

　　Essential Functions

　　While performing the essential functions of this position, the employee is regularly required to drive a motor vehicle, attending meetings at various venues, including but not limited to customers' offices and/or properties, restaurants and other meeting locations, and ascend/descend stairs and or ladders occasionally to perform inspections. The employee may be required to lift files/materials up to 20 pounds to take to various locations. The incumbent will be expected to operate a computer terminal and exchange information. The ability to utilize standard offices including phone, fax and copier are essential. 

　　Knowledge -  Skills & Abilities

　　Bachelor's Degree (preferred).Proficient with Microsoft applications: Word, Excel, Outlook and TeamsCustomer Service experience (preferred), with proven track record of delivering excellent customerexperiences.Strong interpersonal skills, able to build rapport and establish positive relationships with customers.Exceptional communication skills, both verbal and written, with the ability to effectively conveyinformation and resolve issues.Basic computer knowledge: typing, usage of dual screens and basic computer navigation.Proficient in using servicing software and CRM systems to manage servicing requests (preferred).Excellent problem- solving skills, able to quickly identify and address customer concerns, to ensuretheir satisfaction.Highly organized and detail- oriented, with the ability to multitask and prioritize in a timely manner.Demonstrates ability to work collaboratively in a team and independently to achieve customerexperience team goals.Firstrust Bank is an Affirmative Action Contractor and is an Equal Opportunity Employer.  Minority/Female/Disabled/Veteran