Contractor Support Specialist - FTL Finance

As a Contractor Support Specialist, you will be responsible for developing and nurturing established contractor relationships through support, training, and top-tier customer service. This role reports to the Contractor Support Manager and will have a great impact on the contractor experience.

Since 1996, FTL Finance has specialized in financing for residential HVAC and other home improvement projects. Based in the heart of Missouri, we take pride in empowering thousands of hardworking contractors nationwide to elevate their businesses and increase sales. At FTL Finance, our mission to make home improvement easier on everyone is demonstrated in our dedicated support teams, robust digital tools, and programs to help homeowners with all types of credit.

Join FTL Finance, where your passion for providing excellent customer service and problem-solving will thrive in an environment that fosters growth, innovation, and success. Be part of a team that makes a real difference in the lives of contractors and homeowners across the nation!

 What You’ll Do:

• Provide excellent customer service to enrolled contractors through multiple inbound channels, such as calls, chats, emails, and texts. 
• Support established contractors through the financing process for their customers.
• Interact with contractors regularly and connect them with the other departments including underwriting, customer service, marketing, sales, and funding. 
• Provide training to contractors of FTL’s products and processes and enforce compliance. 
• Proactively engage contractors with outbound calls to offer support.
• Ensure contractor accounts are up to date with current documentation and financing products.
• Nurture contractor accounts to create long-standing relationships and trust in FTL Finance. 
• Engage consumers by assisting with application submissions, answering questions, and resolving issues to facilitate funding. 
• Assist in the resolution of customer issues by engaging the contractor in discussion of the issue.  Follow up with the contractor. 
• Be an active voice for the team and contractors in discussions on process change. 

What You’ll Bring:

• Strong verbal and written communication skills
• Experience working a phone queue in a customer support center or hub
• Keen interpersonal skills and the ability to build rapport quickly
• Active listening skills and critical thinking with the ability to resolve issues concisely and swiftly
• Experience using Salesforce or similar CRM software
• Positive attitude and team spirit
• Inclination toward continuous improvement and development
• Strong organizational skills to manage multiple tasks efficiently
• Bachelor’s degree, or 1-2 years related experience and/or training, or equivalent combo of education and experience

What You’ll Get:

•  A dynamic, fast-paced, fun and inclusive work environment (with always-stocked snacks and beverages!)
• Annual company parties and fun team events
• Growth and development opportunities
• Hybrid work arrangement (3 days in-office/2 days remote)
• Monthly team celebrations and luncheons
• Excellent offerings under our group benefit plans for medical, dental, vision, FSA, etc.!
• 401K plan with a company match of up to 4%!
• Generous Paid Time Off (PTO) plus 12 paid holidays