Customer Services Support

Careers Sound Royalties is dedicated to creating financial solutions that help sustain the music community. We have a deep appreciation for music and music professionals. We understand what it's like for artists to think about how they will fund their next project, tour, or if their next royalty check will be enough to cover expenses. What We Do We are a specialty finance company in the fast-growing Music Finance industry. We support music creatives by providing them with financial options, especially so they do not have to sell their music copyrights to get funding. We provide customers with an upfront cash advance, which is repaid by their music royalties. They get the money they want, AND they keep the rights to their music! About the Role The Customer Services Support will work in our West Palm Beach office and will report to the Royalty Support Manager. The Customer Services Support will work closely with all departments across the company to ensure incoming inquiries are resolved and communicated in a timely manner. Key Responsibilities Handle post-funding inquiries from customers and communicate results, via phone call and or emails Use the online Royalty Support Specialist case system to document issues, progress and resolution Daily upkeep and maintenance of the online case system used to manage customer queries Adhere to internal turnaround times to ensure timely response, resolution and completion of inquiries. Cases may have impact other departments so timeliness is a must Responsible for identifying cases that require management review Keep Royalty Specialists appraised of open issues and resolution status Guide customers through understanding, troubleshooting, or navigating the Sound Royalties Online portal Assist customers with Sound Royalties statement questions Connect with customers through various communication channels and ensure to document the system of all customer interactions Proactive handling of after-hours messages and call logs Manage inquiry reports and review for pending actions or case closure Work closely with all departments to ensure inquiries are resolved in a timely manner Maintain strict confidentiality of client information and records Maintain a positive and professional attitude and diffuse customer complaints Provide feedback on the customer service process and efficiency of experience Maintain database and Customer Contact information up to date Communicate with outside vendors, royalty payors Conduct conference calls with third parties and creatives to obtain financial information and confirm outstanding balances Execute quality assurance "Closing call" prior to funding; confirm the successful setup of the online portal and ensure the customer is fully prepared for the transition Support other areas of Music Servicing and Operations as needed. May assist in daily operations or projects as needed Professional email communication - Managing email correspondence and driving engagement through professional written communication

Sensitive Document Delivery:

Responsible for the accurate generation and distribution of letters to customers Organize, save and upload monthly files for audits Qualifications 1-2 years of Customer Service Experience, preferably in financial services, Operations or similar industry Superior Verbal and Written Communication in English and Spanish Experience in using Salesforce, Excel and Word preferred but not required People-first attitude with a good temperament to handle disputes and urgencies Active listening skills Collaborative mindset, coupled •This role works in the company's West Palm Beach Office at least 4 days a week. To apply, please send your resume to info@soundroyalties.com. Why work with us? Our employees describe our culture as a supportive environment, and love working here We work hard, look out for each other, and take time to enjoy company activities and outings We are passionate about the unique products and services we provide to the music community You will benefit from our excellent base pay with discretionary bonus, 401k with a match, outstanding medical, dental and vision plans, paid time off, and our modern new office space in an eco-friendly building "What's not to love? We take care of the customers, and management takes care of us." We are committed to creating an inclusive work environment that reflects the diversity of our community. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to their race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class.