Credit Specialist

SUMMARY

Working in the company’s internet division, provides an exceptional customer experience to the company’s customers and prospective customers; ensuring an excellent standard of service and a high level of customer satisfaction. Assists loan applicants in applying for loans, performing post-loan servicing, and conducting customer solicitation.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Application Process: Is responsible for accurately taking and completing loan applications from internet applicants, as well as telephone applicants, in accordance with company and regulatory requirements. This is accomplished by interacting with customers and entering data into the company’s proprietary loan computer system by following detailed policies and procedures. Makes all attempts to contact and follow up with customers who have applied for a loan by working the “LES” and “Unassigned” list using all available means including telephonic, message center and texting.

2. Post-loan Servicing: Provides account balances, payoffs and processes payments. Must accurately identify correct routing on all incoming calls and properly transfer customers to correct office to service customers.

3. Customer Service: In addition to answering incoming calls, responsible for Message Center communications. This is primarily handled through our notifications system. Work the notifications in a timely manner to include, customer messages, customer uploading documents, call requests and new applications. Conduct solicitation phone calls.

4. Training: Senior CCS’s will assist in training new employees to navigate proprietary computer system, and proper interaction with customers.

5. Other Duties:

A. Properly process mail.

B. Ensures customer personal identifying information is safeguarded

6. Performs all duties in accordance with company policy as well as State and Federal Regulations.

7. All other duties that may be assigned by Management.

8. Solicitation calls.

PREFERRED QUALIFICATION:

High School Graduate

Bilingual English/Spanish is a plus

Previous call center experience

Possess knowledge of military and rank structure

Military Spouse

REQUIRED QUALIFICATIONS:

To perform this job successfully, and individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Must have a valid ID.

Must be able to pass a background check

Ability to work in fast-paced environment and handle multiple tasks under pressure

Must have an outgoing personality and be a “people person”.

Must be able to maintain an excellent attendance and punctuality record.

Education and/or Experience

High school diploma or general education degree (GED).

Basic Office & Customer Service Skills

Must possess basic office skills including: basic math, reading, writing and customer service skills.

Computer Skills

Windows Operating System

Internet based E-mail systems

Proprietary loan software

Microsoft Office Suite

Typing/data entry 35 wpm

Tests & Minimum Scores Required

Basic office Skills (80%)

Computer & Internet Skills (80%)

Customer Service Mindset (125)

Typing (35 wpm)

Language Skills

Must be able to write and speak in English. Must be able to effectively present information in one-on-one and small group situations to customers and other employees of the organization.