Koalafi
Customer and Merchant Advocacy Team (CMAT) Case Agent
Richmond, VA
Sponsorship not specifiedDetected 21 hours ago
SalesforceCRMNegotiationCustomer SupportLeadershipCommunicationCollaborationProblem SolvingCritical ThinkingAdaptabilityOrganizational Skills
About the role
- The CMAT (Customer and Merchant Advocacy Team) Case Agent plays a critical role in managing and resolving escalated issues submitted through case requests by various frontline operations teams.
- In this role, agents act as dedicated case managers, collaborating with customers, merchants, and CMAT leadership to address complex, and often unique, scenarios.
- CMAT Case Agents must navigate evolving policies and procedures, while addressing a wide array of concerns related to both leasing and loan products.
Responsibilities
- Case Resolution: Efficiently manage and resolve escalated customer and merchant cases through Salesforce, ensuring timely and accurate outcomes.
- System Support: Step in to assist frontline team members when technical or system limitations prevent them from fully addressing customer concerns.
- Feedback Loop: Regularly communicate insights, observations, and actionable recommendations to CMAT leadership to support escalation reduction strategies and improve service delivery.
- We set clear expectations and deliver
Requirements
- Required Knowledge, Skills and Abilities
- Proven ability to de-escalate challenging customer interactions with empathy and professionalism.
- Open availability, including the ability to work a rotating schedule with some evenings and Saturdays as required.
Skills
- Superior written and verbal communication skills, with the ability to explain complex topics clearly and respectfully.
- Problem Solving & Critical Thinking:
- Excellent critical thinking and problem-solving abilities, especially in high-pressure or ambiguous situations.
- Skilled in negotiation and conflict resolution, with a balanced focus on outcomes and relationships.
- Strong analytical skills with the ability to assess data and draw actionable insights.
- Technical Proficiency:
- Solid computer skills with hands-on experience in Salesforce or similar case management and CRM platforms.
- Comfortable working with digital tools and adaptable to evolving technologies and systems.
- Organizational & Mathematical Competence:
- Strong organizational skills with meticulous attention to detail.
- Proficient in basic math skills, necessary for case analysis and customer account reconciliation.
- Flexibility & Availability:
Compensation
- We offer competitive compensation & benefits packages to keep you at your best:
Benefits
- We offer competitive compensation & benefits packages to keep you at your best:
- Comprehensive medical, dental, and vision coverage
- 20 PTO days + 11 paid holidays
- 401(k) retirement with company matching
- Student Loan & Tuition Reimbursement
- Commuter assistance
- Parental leave (maternal + paternal)
Company info
- We focus on what's most important
- We embrace challenges to reach our full potential
- We ask, "How can this be better?"
- We move fast together
- Act as an intermediary between customers and merchants, crafting balanced solutions that align with customer expectations and Koalafi's business objectives.
- Stakeholder Collaboration: Act as an intermediary between customers and merchants, crafting balanced solutions that align with customer expectations and Koalafi's business objectives.
- Who we are & what we value:
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This listing is sourced directly from Koalafi's careers page and normalized into a canonical job model.