Call Center Rep - Customer Service (Hybrid After Training)

Hybrid Work From Home 2 Days Per Week

After you complete the six (6) week training class (onsite in Kennesaw, GA 2 weeks Mon-Fri 9am-6pm and 4 weeks 11am-8pm), this will become a hybrid position working either a Saturday or Sunday (NOT BOTH) from home. Additionally, you will have up to two additional working days Monday - Friday from home.

Compensation: $16.00/hr. USD + Monthly Bonus

Position Details:HYBRID scheduled. Must be able to work until 8pm in a combination of office and home after six (6) week training.

Position Summary:

The Account Specialist - Sales positions provides superior effective sales and Customer Service to existing and new customers on various loan products that generate drive revenue. The Account Specialist - Sales position 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.

Essential Functions:

• Use discovery questions and Customer Services skills to quickly ascertain and understand the customers needs in order to pitch and process various loan products and application.
• 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:

• Active Listening - 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.
• Integrity –The ability to exercise good business ethics and honesty
• Phone Etiquette- Demonstrates excellent phone etiquette pleasant phone demeanor at all time.
• Efficiency - Manage a timed interaction Effectiveness – Manager the customer experience within stated guidelines.
• Product Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
• Demonstrate Professionalism - Approaches others in a tactful manner; Reacts well under pressure;Treats others with respect and consideration regardless of their status or position;
• Problem Solving: May provide a basic level of problem solving.
• Writing - Communicating effectively in writing as appropriate for the needs of the audience.
• Speaking - Talking to others to convey information effectively.
• Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
• Social Perceptiveness - Being aware of others' reactions and understanding why they react as they do.

Attributes:

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

Experience and Education:

• High School Diploma or GED required
• 1 Year of Phone Sales and/or Loan Processing experience

Computer Software/Hardware:

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

Physical Requirements/Work Environment:

• Ability to work some nights and weekends to include overnight in a 24/7 environment
• Must be able to sit for long 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.

#LI-Hybrid,

Education

• High School / GED or better

Skills

• Phone Etiquette

• Customer Service