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Form of workJob Description
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. 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 allincoming 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 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.
We do not just focus on the academic background and on experience of a candidate, but also on the personality type and the candidate's habits and interests. Our approach allows clients to see and assess the applicants even before they meet the potential candidate.
We have a proven track record of success, providing staffing and recruitment services to clients for more than two decades.
Visit us at epicpp.com to discover more about our organization.
Epic Personnel Partners, LLC is an Equal Opportunity Employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.
