What are the responsibilities and job description for the Portfolio Support Agent position at Lac du Flambeau Business Development Corporation?
Summary/Objective: LDF Holdings is a portfolio management company working in the online lending industry. Each of our portfolios provides short-term installment loans to underserved consumers nationwide. As a department of LDF Holdings, the Call Center provides support and full management services to our clients. This contact support role is fast- paced, high volume, and essential to the overall service we provide to our portfolios. The primary responsibility is providing support services to our portfolios by placing or receiving customer calls.
Requirements of the Job Include: Specific duties include, but are not limited, to the following:
Required Skills:
Work Environment: We operate in a relaxed, professional, and team-based office environment. Our team is comprised of collaborative, diverse, and forward-thinking individuals. Collectively, we encourage growth, development, and success for the organization, our team, and the local community we serve.
Physical Requirements: The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. This position requires the employee to sit for long periods of time, utilize dual monitors, verbally communicate in person, and use an internal phone system, type on a keyboard, stand or bend, as necessary.
Position Type/Expected Hours of Work: This is a full-time position. Days and hours of work are primarily Monday through Friday, 8:00 AM to 4:30 PM. Occasional evening and weekend work may be required as job duties demand.
Travel: No travel is expected for this position.
Required Education and Experience:
Required Pre-Employment Screening: LDF Business Development Corp. is committed to a drug-free workplace. To qualify for this position, applicants must agree to pre-employment drug screening and potential random testing, as required thereafter.
Requirements of the Job Include: Specific duties include, but are not limited, to the following:
- Receive inbound and/or place outbound calls to current, past, and potential loan customers.
- Review and verify confidential customer account/loan information using proper scripts.
- Enter data into a variety of programs/software applications and reports.
- Provide professional customer service to both customers and service providers in person, over the phone, and via email.
- Assist customers efficiently and accurately with various inquiries, concerns, and requests regarding accounts/loans.
- Assess customer needs, develop, and communicate efforts to recover capital assets on all accounts/loans.
- Efficiently navigate multiple computer software applications while speaking with customers on the phone and documenting details using proper procedures and shorthand.
- Attending team meetings and ongoing training sessions as deemed necessary by management.
- Meet quality assurance, compliance, and other performance metrics designed by management.
Required Skills:
- Operate effectively and calmly under pressure in a fastpaced environment.
- Use superior written and oral communication skills with customers/clients/coworkers/managers.
- Openly receive guidance and/or coaching on job duties, expectations, and processes.
- Practice effective and independent time management and organizational skills.
- Motivate and collaborate in a team environment.
- Efficiently document with accuracy and consistency.
- Respond to customer, client, and vendor complaints both professionally and calmly.
Work Environment: We operate in a relaxed, professional, and team-based office environment. Our team is comprised of collaborative, diverse, and forward-thinking individuals. Collectively, we encourage growth, development, and success for the organization, our team, and the local community we serve.
Physical Requirements: The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. This position requires the employee to sit for long periods of time, utilize dual monitors, verbally communicate in person, and use an internal phone system, type on a keyboard, stand or bend, as necessary.
Position Type/Expected Hours of Work: This is a full-time position. Days and hours of work are primarily Monday through Friday, 8:00 AM to 4:30 PM. Occasional evening and weekend work may be required as job duties demand.
Travel: No travel is expected for this position.
Required Education and Experience:
- High School Diploma, G.E.D., or equivalent
- 1 year of Experience Providing Customer Service
- 1 year of Experience in a Call Center Setting
Required Pre-Employment Screening: LDF Business Development Corp. is committed to a drug-free workplace. To qualify for this position, applicants must agree to pre-employment drug screening and potential random testing, as required thereafter.