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Form of workThe Client Advocate (CA) serves as a member of a Support Team, and the Support Team is the Single Point of Contact between the client and the business line. The overall purpose of this position is to assist and support the client collectively with internal departments, by keeping them informed, and resolving any potential issues or concerns. The CA’s Support Team is the dedicated contact from Loan Creation through Loan Funding.
- Ability to effectively and professionally communicate via phone and email.
- Maintain client focus at all times by strictly adhering to FMC’s Client Service Standards, taking ownership of all inquiries and proactively following through to resolution.
- Providing status to the client at every step of the process.
- Generating outbound calls when contact is needed throughout the process.
- Answering/Responding to all inbound client calls/emails and providing accurate answers to the client’s questions, while maintain a high level of professionalism which is expected by our clients in a business-to-business client support role.
- Conference in various department Subject Matter Experts (SMEs)as needed to resolve issues and answer questions.
- Document interactions with clients in FMC’s internal systems to ensure that other departments are aware of phone call/email conversations that have occurred.
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