Call Center Customer Service Representative

Position Summary

The Account Specialist/Loan Processor provides superior effective customer service to customers and assures accurate information has been provided to process loans properly. The Account Specialist/Loan Processor has access to critical, and potentially sensitive corporate systems and company & customer information. This position requires a high level of motivation, interaction with customers, strong attention to detail and organization.

• Handles high volume of Inbound/Outbound loan processing calls.
• Works in a collaborative environment with a team of Account Specialists in an inbound call center.
• Navigates multiple computer systems while interacting with customers.
• Obtains and verifies necessary information to process and complete loan applications.
• Examines loan applications to ensure accuracy and compliance with existing underwriting guidelines.
• Nurture leads from online applications.
• Fulfills customer needs to exceed customer experience.
• Demonstrates basic knowledge of lending services and practices.
• Ensures compliance standards are met.
• Assist potential borrowers by effectively communicating the loan process and answering questions regarding the loan.
• Self-motivated and can manage rejections by building relationships with customers.
• Takes ownership of customer concerns and works with leadership towards a resolution.
• Develop an understanding and abides by the company's code of conduct & ethics, company policies, operational procedures, and compliance.
• Work closely with other team members and managers to meet individual, team, and department goals.
• Probe for understanding and apply effective problem-solving skills and overcome objections.
• Able to multitask while effectively communicating with customers.
  
  
  

Skills Required

• Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• The ability to exercise good business ethics and honesty.
• Demonstrates excellent phone etiquette pleasant phone demeanor at all times.
• Manage a timed interaction.
• Manager the customer experience within stated guidelines.
• Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
• Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position.
• May provide a basic level of problem solving.
• Communicating effectively in writing as appropriate for the needs of the audience.
• Talking to others to convey information effectively.
• Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Understanding written sentences and paragraphs in work related documents.
• Being aware of others' reactions and understanding why they react as they do.
  
  
  

Attributes

• The ability to communicate information and ideas in speaking so others will understand.
• The ability to listen to and understand information and ideas presented through spoken words and sentences.
• The ability to read and understand information and ideas presented in writing.
• The ability to communicate information and ideas in writing so others will understand.
• The ability to speak clearly so others can understand you.
• The ability to identify and understand the speech of another person.
  
  
  

Experience & Education

• High School Diploma or GED
• Some college preferred
• 1 Year of Customer Service and/or loan processing experience
• We observe a HYBRID WORK ENVIRONMENT - Work is performed in the office in Kennesaw, GA and remote from home.
• Required Travel: Infrequent /Not applicable.
  
  
  

Computer Software/Hardware

• Microsoft Word, Excel, PowerPoint,
• Outlook Exchange, Internet, Loan Processing Systems: Tran, Five-9, Live Vox
  
  
  

Physical Requirements/Work Environment

• Ability to work some nights and weekends to include overnight in a 24/7 enviroment
• Must be able to sit for extended periods of time, talking, hearing constantly.
• Typing, data entry in screens daily.
• Sit in front of computer monitor (s) daily.
• Occasionally lift up to 5 lbs.
• Noise Level: moderate noise level daily in an office atmosphere.