Applicant Success Rep

Description

Job Summary:

Serves as the compassionate first point of contact for individuals navigating unforeseen crises. Delivers world-class omni-channel support to grant applicants, clients, and internal agents, guiding them through the entire relief process. Role is crucial in providing direct, end-to-end assistance for emergency hardship and disaster-related financial support. Represents the empathetic voice of E4E Relief while maintaining the highest standards of program integrity and service excellence.

Flexibility for after-hours and weekend work may be required during peak disaster relief periods.

Supervisory/Functional Leadership Responsibilities:

• Fosters a high performance and supportive team environment.

Essential Responsibilities:

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Frontline Advocacy and Support

• Serve as empathetic voice of E4E Relief, providing clear, accurate information and support throughout application journey.
• Consistently aim for one-call resolution across all applicant interactions
• Provide prompt, high-quality service and guidance to applicants from initial inquiry through final review process.
• Leverage independent judgment and team knowledge to address applicant inquiries with transparent explanations.
• Leverage data, independent judgment, and established SOPs to complete day-to-day responsibilities and required due diligence accurately and consistently.

Application Processing and Review

• Meticulously collect, organize, and analyze applicant information to verify needs and ensure adherence to program guidelines.
• Conduct thorough application reviews with attention to detail and accuracy.
• Provide real-time troubleshooting for application submission, documentation uploads, and digital disbursement issues.
• Assist potential applicants in submitting applications via phone when they have limited access to internet or technology in disaster-impacted areas.
• Uphold highest standards of program integrity by appropriately escalating cases per Employee Relief Fund Policy guidelines.

Communication and Documentation

• Maintain detailed records in CRM system, utilizing Call Disposition Surveys and Microsoft Teams to track applicant progress.
• Achieve "one interaction resolution" through seamless communication processes.
• Efficiently manage incoming communications across multiple channels including phone calls, emails, live chat, and E4E Manual Verifications
• Effectively leverage all provided tools and resources to deliver exceptional omni-channel experience.
• Ensure consistent and professional communication across all touchpoints.

Problem-Solving and Technical Support

• Provide empathetic problem-solving for complex and sensitive applicant situations.
• Deliver technical support for application-related issues and system navigation.
• Troubleshoot digital disbursement problems and guide applicants through resolution processes.
• Address technical barriers that may prevent successful application completion.
• Escalate technical issues appropriately while maintaining applicants’ confidence.

Continuous Improvement and Collaboration

• Identify trends and issues within relief programs and proactively notify relevant team members.
• Embrace coaching and real-time adjustments to continuously optimize applicant and client experience.
• Contribute to applicant-focused special projects as needed.
• Participate in process improvement initiatives to enhance service delivery.
• Share insights and feedback to help improve overall program effectiveness.

Disaster Response and Special Operations

• Step up with "all hands-on deck" commitment during heightened disaster activity to serve increased volumes.
• Participating in Grant Decisioning Administration during peak relief periods
• Adapt to varying operational demands during crisis situations.
• Maintain service quality standards even during high-volume periods.
• Support emergency response protocols as needed.

Other duties:

• Performs other related duties as assigned.

Requirements

Required Skills/Abilities:

• Exceptional flexibility to work varying schedules, including evenings and weekends as operational needs dictate.
• Strong organizational skills with capacity to manage multiple tasks concurrently.
• Service-driven mindset with proactive, "get it done" attitude focused on compassionate support.
• Ability to work independently and execute delegated responsibilities with minimal supervision.
• Proficiency with computers, including Microsoft Office applications and relevant database systems.
• Adaptability to thrive in fast-paced, dynamic environment.
• Meticulous attention to detail and thoroughness in all aspects of work
• Excellent verbal and written communication skills for diverse applicant populations

Preferred Qualifications

• Multilingual abilities (significant advantage for serving diverse applicant base)
• Experience in disaster relief, crisis support, or emergency services
• Knowledge of financial assistance programs or grant administration.
• Advanced CRM system experience and reporting capabilities

Education and Experience:

• High School Diploma or equivalent 
• Minimum 3 years of experience in customer service, contact center, or similar client-facing role. 
• Demonstrated ability to handle complex inquiries and escalations. 
• Experience with CRM systems and omni-channel communication platforms 
• Proven experience with data entry, reporting, and basic analysis

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer for up to 8 hours per day.
• Ability to use keyboard, mouse, and monitor for extended periods with good visual acuity.
• Capacity to lift and carry computer equipment up to 25 pounds occasionally.
• Must be able to access and navigate each department at the organization’s facilities.
• Internal client-facing interactions and collaborations both virtual and in-person. 

Work Environment:

• Business casual office environment with computer workstation and standard office equipment 
• Access to collaboration spaces, wellness spaces, and an amenity floor
• Hybrid schedule- Monday and Fridays are remote; we are in the office Tuesday- Thursday.
• Controlled indoor climate with standard office lighting and noise levels.
•  Access to reliable internet connection for remote workdays 
•  Use of video conferencing tools for team collaboration and stakeholder meetings 
• Use of headsets and communication equipment for customer support calls.

Travel Required:

• Travel is not required for this position.