Customer Service Representative

Job Summary:

Superior Funding is seeking a friendly, reliable, and detail-oriented Customer Service Representative to join our team. This position will be responsible for managing loan applications from intake to final decision, ensuring accuracy, compliance, and excellent customer service throughout the process. This role involves handling inbound and outbound phone calls, emails, and voicemails related to new loans, collections, and solicitations.

Job Duties:

• Make and receive phone calls regarding new loans, collections, and solicitations.

• Listen to voicemails and return calls.

• Email clients and respond to emails regarding new loans, collections, and solicitations.

• Save documents from email and faxes into the Loan Share drive.

• After all documents are saved, update review board with applicant names with documents pending review.

• Review and approve or deny loan applications.

• Log complaints into complaint log.

• Verify accuracy of loan and application numbers in applicant folders within the Loan Share drive.

• Review submitted applications and follow up with applicants in the pending queue who have not provided required documents, offering assistance and answering questions about the loan process.

• Document all outreach and conversations in the applicant’s account.

• Withdraw applications from the pending queue when applicants confirm they are no longer interested.

• Monitor denied applications and reach out to applicants whose denial may have resulted from errors during the application process.

• Prepare and stamp denial letters to mail out.

• Shred documents as needed.

• Complete compliance quizzes as assigned.

• Other duties as assigned.

Required Qualifications:

• High school diploma or equivalent.

• Prior customer service experience.

• Team-oriented with strong collaboration skills.

• Self-starter with the ability to work independently.

• Professional demeanor and conduct.

• Proficient in computer use and basic applications.

• Strong spoken and written communication skills with proper grammar.

• Excellent communication and interpersonal skills, both spoken and in writing.

• Must possess a valid Oklahoma Driver’s license and a clear background check.