Customer Service Representative

Credit Specialist (Brick & Mortar)

Job Summary:

The Credit Specialist (Brick & Mortar) is responsible for delivering a strong customer experience while driving branch sales performance. This role supports the full loan process, identifies customer needs, recommends appropriate lending solutions, conducts proactive customer outreach, and contributes to individual and branch goals for loan volume, renewals, customer retention, and account growth.

Supervisory Responsibilities:

· None

Duties/Responsibilities:

· Engages customers by telephone, email, online chat, and in person to provide support, identify financial needs, and recommend appropriate products or services.

· Collects and enters customer information accurately for loan applications, account inquiries, renewals, and payment processing.

· Conducts proactive sales calls to current, past, and prospective customers to generate leads, update contact information, promote lending options, and support branch production goals.

· Builds customer relationships through consultative conversations, objection handling, follow-up, and consistent service that encourages repeat business and referrals.

· Tracks customer interactions, sales activity, application status, and follow-up commitments to support accountability and performance visibility.

· Fields customer questions and concerns, resolves issues within role authority, and escalates complex matters to the appropriate staff when needed.

· Maintains customer accounts and accurate records of inquiries, complaints, comments, applications, and sales opportunities.

· Performs other related duties as assigned.

Required Skills/Abilities:

· Excellent communication skills, including active listening, consultative questioning, and professional follow-up.

· Strong sales ability with a focus on lead conversion, customer retention, cross-selling, and achieving performance goals.

· Ability to resolve customer objections, explain lending options clearly, and guide customers through next steps.

· Results-oriented mindset with the ability to manage daily outreach, pipeline follow-up, and branch production priorities.

· Service-oriented and able to resolve customer concerns while maintaining professionalism and compliance expectations.

· Proficient computer skills with the ability to learn new software, maintain accurate records, and use reporting tools to monitor activity.

Education and Experience:

· High School diploma or equivalent.

· Customer service experience required, preferably in a sales, lending, collections, retail, or branch-based environment.

· Experience working toward individual or team performance goals preferred.

· Consumer finance, loan processing, or account management experience a plus.

· Military knowledge a plus.

Physical Requirements:

· Prolonged periods sitting at a desk and working on a computer.

· Must be able to lift up to 15 pounds at times.

Job Type: Full-time

Pay: From $15.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift

Experience:

• Sales: 1 year (Required)
• Customer service: 3 years (Required)

Ability to Commute:

• Junction City, KS 66441 (Required)

Work Location: In person

Benefits:

Salary : $15