Job Description

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. The goal is to deliver thoughtful resolutions that balance excellent customer service with the company’s operational and business priorities.

CMAT Case Agents must navigate evolving policies and procedures, while addressing a wide array of concerns related to both leasing and loan products. They are expected to handle their assigned caseload efficiently, ensuring that all cases are resolved within the designated time frames and in alignment with internal standards and guidelines.

CMAT Agents are trusted to resolve some of the most challenging and high-impact customer scenarios. You'll join a supportive team of problem-solvers who thrive on collaboration, continuous improvement, and delivering exceptional service. If you’re looking to build deep operational knowledge, expand your influence across multiple business functions, and make a tangible impact—this is the role for you.

Responsibilities

• Case Resolution: Efficiently manage and resolve escalated customer and merchant cases through Salesforce, ensuring timely and accurate outcomes.
• Decision-Making: Exercise sound judgment to make prompt, real-time decisions that directly impact customer satisfaction and business performance.
• Stakeholder Collaboration: Act as an intermediary between customers and merchants, crafting balanced solutions that align with customer expectations and Koalafi’s business objectives.
• Continuous Improvement: Identify trends, pain points, and opportunities for process or product enhancements to help eliminate recurring sources of customer dissatisfaction.
• Subject Matter Expertise: Serve as a knowledge resource for frontline agents, guiding them through complex cases and sharing best practices to improve resolution quality.
• 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.

Required Knowledge, Skills and Abilities

• Customer De-Escalation & Service Excellence:
  • Proven ability to de-escalate challenging customer interactions with empathy and professionalism.
  • Exceptional customer service orientation, including strong phone etiquette and quality assurance awareness.
  • Confidence in decision-making and a proactive approach to delivering solutions that satisfy both customer and business needs.
• Communication & Interpersonal Skills:
  • Superior written and verbal communication skills, with the ability to explain complex topics clearly and respectfully.
  • Strong interpersonal and active listening skills, capable of building trust and rapport with diverse stakeholders.
• 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:
  • Open availability, including the ability to work a rotating schedule with some evenings and Saturdays as required.

Location Requirement: This position requires regular in-person attendance at our office location (Richmond, VA). Candidates must already be located within a commutable distance to this location, as relocation assistance is not available at this time.