Hope Roman: Employee Support Advocate in Austin, TX

(remote) Coordinator with a strong knowledge of Salesforce, ? Administer employee benefits including enrollments and Zendesk, Excel, and Oracle. terminations via insurance carrier websites and HRIS systems. Highly skilled in problem ? Assist with new hire onboarding and orientation. solving with clients and internal employees to ? Responsible for employee inquiries, benefit plan distribution and further company goals. providing status updates for clients. Ready to leverage training ? Maintain and update necessary documentation for employee and experience to take on files. new professional ? Proficient in SalesForce, Workday, and ADP operating systems challenges. including utilization, and navigation support/ troubleshooting. Skills ? Coordinate with the Payroll Team on employee changes, and employee CSRM Software payroll inquiries. Collaboration ? Coordinate, Coach and assist with employee training sessions. Effective Planning Problem Solving

(remote) Customer Escalations ? Verify numerous wire transfers daily and work directly with parties such as funders, closers, and QC coordinators to obtain Data Erasure any additional required documents. ? Prepare CDR and upload data to warehouse banks to ensure funding. ? Field phone calls and emails to provide time sensitive support for transfers while also providing support to fellow wire desk colleagues. ? Monitor and ensure all loans are processed daily.

? Contributed to the development of the Customer Support virtual training tools and library. ? Train and coach the Customer Service team on day to day tasks and interactions with customers. ? Serve as a communication interface between the customer, sales team, support team and any other internal relevant party. ? Answer phone calls, emails, texts and tickets from customers regarding their order issues. ? Professionally collaborate with internal teams throughout the day. ? Assist and resolve complex customer escalations and complaints.

Plan, coordinate and oversee the department activities to maintain and enhance customer relationships and meet company objectives. ? Identify and resolve trends with the department and software. ? Schedule staff meetings and conferences as appropriate. ? Assist with the performance review and training process. ? Developed internal training tools and booklets for the team to further enhance software skills and product knowledge. ? Manage client escalations as necessary. ? Coordinate with internal departments to ensure day to day tasks are running smoothly.