What are the responsibilities and job description for the Consumer Loan Customer Care Representative position at Equity Bank?
Position Opening: Consumer Loan Customer Care
Representative
Department: Customer Care Center
Location: Wichita, Kansas
Salary: FT, Hourly/ Non-exempt
Responsibilities and Expectations
- Deliver Superior Customer Service and Customer Experience to all Equity Customers.
- Demonstrate excellent customer service skills with both external and internal clients.
- Promptly accept calls and video sessions and create a welcoming, engaging, professional environment for each customer encounter.
- Respond to routine customer inquiries and requests received via email, secure messages and chat. Transition service opportunities into referral or sales interactions.
- Be able to effectively communicate and be understood by customers and partner departments.
- Work jointly with other departments to provide an enhanced customer experience.
- Will train and mentor new representatives.
- Interact and support mortgage customer requests via the telephone and all other forms of electronic communication.
- Be the subject matter expert for loan questions within Customer Care.
- Help develop best practices and guides for other employees to use when interacting with loan and mortgage Customers
- Help train other employees on best practices.
- Gather loan verification documents from loan applicants and prepare the application for the underwriting process. Be a conduit of communication between the underwriting team and the customer.
- Make outbound collection calls and handle inbound calls from the mortgage and collection queues.
- Prepare and send collection letters as appropriate
- Handle yourself professionally and courteously while helping customers problem solve their financial situation.
- Accurately Perform Financial Transactions & Functions
- Accurately process financial transactions including but not limited to transfers, refunds within approved limits, and other internal bank transactions.
- Minimize risk related to negotiable instruments, documents of identification, transaction authority, and funds availability.
- Evaluate documents presented by the customer for authenticity.
- Demonstrate operational soundness to minimize risk exposure or loss and maintain quality production.
- Adhere to bank and/or retail operating procedures and protocols, including but not limited to transaction limits for both cash out and checks.
- Be able to apply critical thinking to find effective solutions and resolve customer concerns.
- Refer or Sell Bank Products and Services
- Proactively match bank products with the customer.
- Expand existing customer relationships.
- Proactively make referrals to other business lines that result in additional revenue to the bank.
- Demonstrate Compliance with Applicable Laws and Regulations
- Understand and follow applicable laws and regulations for your job responsibilities, including but not limited to Equity Bank Business Ethics and Conduct policy, Bank Secrecy Act, Anti-Money Laundering, Information Security, Suspicious Activity Reporting requirements, policies and procedures.
- Follow deposit account opening procedures and internal suspicious activity referral requirements and processes, as appropriate or applicable for this position.
- Actively work with customers to understand each customer’s normal account activity, as appropriate for this position.
- Complete periodic compliance training.
- Perform other duties as assigned or required.
Required Skills & Education
- High School Diploma or equivalent
- 2 years Customer service, loan or collection experience preferred.
- Excellent interpersonal, verbal, and written communication skills.
- Ability to analyze, investigate and achieve results
- Computer proficiency in Windows-based systems
- Ability to maintain a high degree of confidentiality
- Strong attention to detail and organizational skills
- Capable of working with a team to determine solutions
The above statements are intended to generally describe the nature and level of work to be performed by most people assigned to this job. It is not intended as an exhaustive list of all responsibilities, duties, and requirements.
Physical Requirements
This position requires Keyboarding and writing 34-66% of the time. Near Vision Acuity required at 20 inches or less > 66% of the time. Talking (required use of the voice) > 66% of the time. Standing, walking, bending, and squatting performed on a regular basis. May require the ability to stoop, kneel, crouch or reach with hands and arms. Requires the ability to carry, lift, move or push up to 25 pounds on an occasional basis. Must be able to talk and listen to others.
Work Environment
This position regularly works in an office setting. Most of the job duties require the employee to be working with computers and electronic media on a regular basis.
Equity Bank is an equal opportunity employer and will not make employment decisions based on an applicant’s race or skin color, national origin or ethnicity, religious beliefs, age, sex, physical or mental ability.