Consumer Loan Servicing Supervisor jobs in Santa Barbara, CA

What we’re looking for

At AppFolio, we paddle as one. We ride and make waves together, with a relentless focus on building great products for the way our customers work and live today – and tomorrow. AppFolio is a destination organization where careers are made and accelerated. Here, innovation is a team sport.

The Associate Consumer Relations Specialist takes a lead role in handling consumer inquiries and disputes and working with our partners to resolve issues with screening reports.

Ideal candidates have a passion for customer satisfaction, an affinity for detail, a record of independent action and excellent judgment, and an understanding of the importance and impact of working in a highly regulated environment.

Your impact

• Play a lead consumer-facing role - answer phones, emails, and case requests as the first line of contact for consumer requests. Assist the consumer by providing an empathetic and helpful response, representing AppFolio professionally.

• Understand and comply with all relevant laws and regulations related to the background screening industry and AppFolio’s screening business.

• Prioritize cases as necessary; effectively manage a full caseload and queue.

• Meet all timelines and compliance requirements.

• Develop and build relationships with partners and internal teams to ensure smooth dispute processes.

• Liaise closely with team members (both direct and broader) to build strong internal relationships and broaden the knowledge base.

• Ensure the confidentiality and privacy of personally identifiable information.

• Assist in the development of policies and procedures.

• Gain detailed knowledge of AppFolio’s screening product and a basic understanding of the broader product.

• Exemplify and represent AppFolio’s values and initiatives.

• Lean into challenges; act as a positive and constructive influencer and team member.

Qualifications

• Exceptional customer service and ability to handle difficult conversations, both internally and externally, in a graceful, courteous, and constructive manner.

• Ability to work in a highly regulated environment and maintain compliance.

• Excellent written and verbal communication skills; a meticulous eye for detail and proofreading.

• Ability to work with flexibility and agility in a fast-paced environment while keeping a positive and curious attitude.

• Proven ability to handle multiple concurrent projects and complete tasks on time with precision, using independent judgment to accomplish goals.

• Ability to follow through on tasks until completed.

• Spanish speaking desirable.

Must-Haves

• Consumer-facing experience preferred.

• Ability to complete the FCRA Basic Certificate Program.

• BA/BS degree or equivalent work experience required.

Compensation & Benefits

The hourly wage that we reasonably expect to pay for this role is: $19.70 - $24.10 per hour.

The actual base salary/hourly wage for this role will be determined by a variety of factors, including but not limited to: the candidate’s skills, education, experience, etc.

Please note that base pay is one important aspect of a compelling Total Rewards package. The base pay range indicated here does not include any additional benefits or bonuses/commissions that you may be eligible for based on your role and/or employment type.

Regular full-time employees are eligible for benefits - see here.

#LI-MM1