Employee Support Advocate

Customer Service & Support

(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.

Wiredesk Coordinator

? 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.

Customer Support Associate

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.

Production Assistant and Customer Service

Find out detailed information about Hope Roman, Employee Support Advocate in Austin, TX

Hope Roman: Employee Support Advocate in Austin, TX

Hope Roman