Lending Support Specialist

About the role

The Support Associate is responsible for processing incoming support requests from chat, email and phone to ensure every request is processed according to rFinance's service level agreements (SLA). The work includes reviewing incoming requests, creating a support ticket, and assigning to the appropriate team's support queue. The work also includes following up with the appropriate team to ensure the requestor receives proper updates and the requests are closed out according rFinance's process and procedures as well as SLA. To enable success, the process is managed by the consumer finance workflow system. In addition to the Support Associate's responsibilities, the Support Specialist is responsible for handling support requests that don't require escalation to an rFinance team. To do this, the Support Specialist will leverage rFinance's systems to determine the situation and communicate by chat, email, text and/or phone with the customer, retailer and/or lender to fulfill the support request. PRIMARY RESPONSIBILITIES Review incoming support requests that come in from chat, email and phone. When appropriate, fulfill the request by leveraging rFinance's systems to determine the situation and communicate by chat, email, text and/or phone with the customer, retailer and/or lender to fulfill the support request. When appropriate, log a ticket in JIRA and assign the ticket to the appropriate team's queue. Monitor and follow-up with rFinance teams for updates on open support tickets and when appropriate provide updates to the requestor. Close out requests and tickets as appropriate by communicating to the requestor. Handle routine, standard, repetitive administrative and reporting duties as assigned. QUALIFICATIONS AND SKILLS 2-4 years of experience in customer service, financial services, or related operational support roles with exposure to compliance practices. High School Diploma or equivalent required; some college coursework or professional background in finance, compliance, or business is preferred. Strong computer proficiency, including advanced use of Microsoft Excel, Word, Outlook, and PowerPoint. Demonstrated ability to work independently, exercise sound judgment, and proactively manage tasks and priorities. Detail oriented, strong organizational skills, and the ability to follow structured processes accurately. Effective written and verbal communication skills with the ability to collaborate across teams and build strong working relationships. Prior experience in banking, finance, or compliance environments is highly preferred. Ability to facilitate training, provide clear guidance, and support both internal and external partners on compliance requirements. This is a full time remote position. Schedule & Shifts Coverage hours: Monday - Friday: 8:00 AM - 8:00 PM EST Saturday: 8:00 AM - 4:00 PM EST Employees will follow a rotational shift schedule , communicated 30 days in advance , rotating weekly: Shift 1: Tuesday - Saturday, 8:00 AM - 5:00 PM (Saturday: 8:00 AM - 4:00 PM) Shift 2: Monday - Friday, 9:00 AM - 6:00 PM Shift 3: Monday - Friday, 11:00 AM - 8:00 PM

Benefits

Additional Information

ANDERSEN CORPORATION SUMMARY: At Andersen, we see possibility everywhere, every day and in everything we do. The possibility for our employees to achieve their full potential, for our communities to be stronger and for everyone to have a healthier, happier place to live. Our portfolio of brands - Andersen Windows & Doors, Renewal by Andersen and Fenetres MQ - is crafted to serve customers across the new residential, home improvement and light commercial building sector. Join our more than 13,000 employees who are inspired every day to deliver exceptional experiences that turn possibility into reality. JOB DESCRIPTION:

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