The purpose of this position is to assist customers with the processing of their loan applications, respond to customer inquiries and concerns, answer routine questions, resolve customer, originator and servicer questions or issues.

Responsibilities

Essential Duties and Responsibilities include the following. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned. 

• Answer incoming calls/texts and make or send outbound calls/texts to customers, originators, servicers or schools.
• Maintain customer accounts and record customer interaction with details of inquiries, comments or complaints on CRM or applicable system.
• Gather information, research/resolve inquires, make any required customer follow-up calls and maintain applicable paperwork and records
• Use product, service or other area of expertise knowledge to answer inquiries or to forward to appropriate staff.
• Process incoming correspondence (e-mails, texts, online chat, mail). 
• Complete assigned projects including but not limited to application pull-through efforts, default outreach assistance, loan documentation requirements, and audits.
• Acquire and maintain an up-to-date understanding of our diverse loan products and the intricacies of the application process, ensuring accurate and informed customer guidance.

Qualifications

The requirements listed below are representative of the qualifications necessary to perform the job.

A. Education 

Required: High school diploma or G.E.D.

Preferred:

Specialized/technical training past high school or some college

Field of study: Business or customer service classes or training

B. Experience

Required:

1 year but less than 3 years of previous experience

Preferred: 3 years but less than 5 years of previous experience

C. Other Knowledge, Skills or Abilities Required

• Excellent customer service skills
• Professional phone manner
• Service-oriented and able to resolve customer issues/complaints
• Detail-oriented
• Proficient computer skills with the ability to learn new software
• Strong interpersonal communication skills
• Excellent communication including active listening
• Excellent documentation skills
• Strong organizational skills 
• Preferred skills

Customer Relations Representative