Customer Support Agent

Customer Support Agent

Job Summary

We are seeking a frontline Customer Support Agent within ADC Advance that will support every borrower and dealer interaction from application submission through loan servicing. The person will manage emails and calls about loan applications and servicing, while keeping both dealers and borrowers informed and satisfied.

What you’ll do

• Review, verify, and decision incoming loan applications
• Perform manual reviews, fund loans, execute refunds/cancellations, and push real-time status updates to dealers.
• Conduct scripted verification and welcome calls with borrowers.
• Respond to borrower inquiries across phone and email with accuracy and empathy.
• Update borrower information (address, payment, contact), take one-time payments, and enroll customers in autopay.
• Send payoff quotes, statements, and other requested documents.
• Handle complaints, disputes, and charge challenges end-to-end, escalating edge cases per SOP.
• Maintain pristine data hygiene in all systems
• Identify workflow gaps, propose SOP improvements, and log tickets for automation.
• Other duties as assigned. 

Skills and Qualifications

• Clear, concise written and verbal communication
• Strong problem-solving and decision-making abilities under time pressure.
• Meticulous attention to detail and ability to juggle multiple cases without errors.
• Resilience and composure when managing challenging borrower or dealer interactions.
• Team-player mindset with the discipline to work independently.

Preferred Qualifications

• 1+ year in customer support.
• Familiarity with consumer-loan terminology and lifecycle.
• Proficiency in Microsoft Office (Word, Excel, Outlook).
• Robust organizational and time-management skills

Please note that sponsorship of new applicants for employment authorization, or any other immigration-related support, is not available for this position at this time.

WHY WORK FOR ALARM.COM?

• Collaborate with outstanding people: We hire only the best. Our standards are high and our employees enjoy working alongside other high achievers.
• Make an immediate impact: New employees can expect to be given real responsibility for bringing new technologies to the marketplace. You are empowered to perform as soon as you join the Alarm.com team!
• Gain well rounded experience: Alarm.com offers a diverse and dynamic environment where you will get the chance to work directly with executives and develop expertise across multiple areas of the business.
• Focus on fun: Alarm.com places high value on our team culture. We even have a committee dedicated to hosting a stand-out holiday party, happy hours, and other fun corporate events.
• Alarm.com values working together and collaborating in person.  Our employees work from the office 4 days a week.

COMPANY INFO

Alarm.com is the leading cloud-based platform for smart security and the Internet of Things. More than 7.6 million home and business owners depend on our solutions every day to make their properties safer, smarter, and more efficient. And every day, we’re innovating new technologies in rapidly evolving spaces including AI, video analytics, facial recognition, machine learning, energy analytics, and more.  We’re seeking those who are passionate about creating change through technology and who want to make a lasting impact on the world around them. 

For more information, please visit www.alarm.com.

COMPANY BENEFITS

Alarm.com offers competitive pay and benefits inclusive of subsidized medical plan options, an HSA with generous company contribution, a 401(k) with employer match, and paid holidays, wellness time, and vacation increasing with tenure. Paid maternity and bonding leave, company-paid disability and life insurance, FSAs, well-being resources and activities, and a casual dress work environment are also part of our outstanding total rewards package!

Alarm.com is an Equal Opportunity Employer

In connection with your application, we collect information that identifies, reasonably relates to or describes you (“Personal Information”). The categories of Personal Information that we may collect include your name, government-issued identification number(s), email address, mailing address, other contact information, emergency contact information, employment history, educational history, and demographic information.  We collect and use those categories of Personal Information about you for human resources and other business management purposes, including identifying and evaluating you as a candidate for potential or future employment or future positions, recordkeeping in relation to recruiting and hiring, conducting analytics, and ensuring compliance with applicable legal requirements and Company policies. By submitting your application, you acknowledge that we may retain some of the personal data that you provide in your application for our internal operations such as managing our recruitment system and ensuring that we comply with labor laws and regulations even after we have made our employment decision.

Notice To Third Party Agencies:
Alarm.com understands the value of professional recruiting services.  However, we are not accepting resumes from recruiters or employment agencies for this position. In the event we receive a resume or candidate referral for this position from a third-party recruiter or agency without a previously signed agreement, we reserve the right to pursue and hire those candidate(s) without any financial obligation to you. If you are interested in working with Alarm.com, please email your company information and standard agreement to RecruitingPartnerships@Alarm.com.