Homeowner Originations Agent - Level 2

Who We Are

We are creating the best way to finance clean energy for the home to help combat climate change. Mosaic partners directly with solar and home improvement professionals, who use our simple point-of-sale app to offer financing options to their customers. This makes it easy and affordable for families to make energy-efficient upgrades to their homes. Since 2012, Mosaic has funded more than $15 billion in loans through our platform and helped more than 1 million people prosper from clean energy.  Join us as we work toward our vision of 100% clean energy homes across America. 

Location: We are remote-first. This role can be based in most states in the US. 

The Opportunity

In this role, you will collaborate closely with various teams, including Sales, Risk, Product, Treasury, and others, to address partner and customer escalations, solve complex problems with an “ownership mindset,” and communicate timely resolutions to both internal and external stakeholders. This will be essential to strengthening relationships with our partners and customers. If you are passionate about investigating solutions, solving problems, and supporting our partner/dealer network while aligning with our company’s mission, this role is an ideal fit for you. This is a Level II role within the Mosaic Homeowner Operations organization, given its complexity and the leadership required for success.

Your day-to-day will consist of:

• Quality Assurance Reviews: Complete 10-15 quality assurance reviews related to Credit Operations processes, welcome calls, credit stipulations, and other key customer touchpoints.
• BPO Partner Oversight & Management: A key responsibility in this role is the management and oversight of the BPO partner. You will:
• Act as the primary liaison between internal teams and the BPO, ensuring effective communication and alignment on goals and expectations.
• Monitor internal inquiries via Slack channels, providing timely and accurate responses while ensuring the BPO adheres to service standards.
• Provide proactive feedback to the BPO for improvement opportunities identified on a day-to-day basis.
• Track performance metrics for the BPO, identifying areas for coaching and training, and collaborate with the BPO to create targeted knowledge base articles to address emerging trends and issues.
• Regularly review BPO outputs and make adjustments to ensure continuous improvement in service delivery and customer satisfaction.
• Customer Inquiries and Complaints: Monitor customer inquiries and complaints, ensuring effective resolution and ownership of the cases until resolved.
• Social Media & Escalations: Review and manage social media reviews and escalations, taking appropriate action as necessary.
• Third-party Authorizations: Approve and review authorized callers on customer accounts, ensuring compliance and accuracy.
• Escalation Management: Handle escalations from Sales, BPO calls, and other functional areas, ensuring swift and effective resolutions.
• Mail Processing: Participate in a weekly rotation to process incoming mail, ensuring that all related tasks are handled efficiently.
• Weekly QA Calibration Calls: Attend and contribute to weekly quality assurance calibration calls to ensure alignment on standards and procedures.
• Case Management & Research: Manage case assignments, performing in-depth research and analysis, ensuring cases are directed to the appropriate business units.
• Process Improvement & Escalation Management: Contribute to building and refining a sustainable escalation process in Salesforce, enabling measurement and reporting of trends and results.
• Identifying and Leading Change: Analyze current processes, identify areas for improvement, and lead initiatives to streamline workflows and enhance efficiency.
• Other Duties as Assigned: As the role evolves, be prepared to take on additional tasks to support the business.

We are looking for someone with:

• 3+ years of experience in customer service, consistently performing at a high level.
• Resourcefulness and persistence; able to solve complex issues by collaborating with different internal groups, including BPO teams.
• Strong organizational, analytical, and customer problem-solving skills.
• Self-driven with intrinsic motivation and a focus on team success.
• Integrity, excellent interpersonal skills, and the ability to engage customers and resolve conflicts effectively.
• Experience using Salesforce to manage your daily tasks and workflows.
• Comfortability with reporting tools such as Tableau, Periscope, and other similar technologies.
• Proficiency in Salesforce, Excel, and Google Suite.

Bonus Points for:

• 1+ years of experience in a call center environment.
• 1+ years of experience in a quality assurance role.
• Experience in reporting and data analysis.
• Experience working with residential solar installers and/or home improvement financing programs is a plus.
• Bilingual in Spanish is an added advantage.

Compensation: The hourly range for this position is $24-$27/hour. The position is eligible for a variable incentive in accordance with the terms of the applicable plan. In addition, we’re proud to offer a range of competitive benefits.

Why Mosaic

As a customer focused and driven-to-win organization, there are many exciting reasons to join the Mosaic team. Mosaic has a dynamic, fast-paced, and entrepreneurial environment, which requires a professional, flexible, self-starter attitude. We believe in hiring talented and driven individuals and cultivating a culture of collaboration and appreciation. 

Benefit Highlights:

• Robust Health, Dental, and Vision Plans
• Generous paid time off
• 401k Match
• Lifestyle Spending accounts for professional wellness 
• Mental Health: Headspace subscription, online therapy sessions 
• …and more! 

Timeline: We are accepting applications until May 25th, 2025 or until the role is filled. We encourage interested and qualified candidates to apply as soon as possible.

We are an equal opportunity employer and value diversity of backgrounds, perspectives and experience. Mosaic’s vision is 100% clean energy for all. In order to reach that vision, we believe we must build a diverse company where everyone is treated fairly and feels included. In turn, in accordance with Mosaic’s equal employment opportunity policy, we do not discriminate on the basis of race, religion, color, national origin, caste, gender identity or expression, sexual orientation, age, marital status, veteran status, disability status or any legally protected status.

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