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Form of work?Position Title:Operation Support Specilaist
FLSA Designation: Non-Exempt
Department:Client Services
Organizational Unit:Advanced Financial Company
Reports to: Operation Support Manager
Date hired: TBD
Position Purpose:
Position is primarily responsible for receiving and responding to in-house, client and customer inquires through NLS tasks, email, fax and mail. Responding to customer and client emails in PureCloud. Processing requests for customer accounts from customers, clients and in-house from agents and management. Assisting with sending mail correspondence and supporting Operations managers with customer follow-ups, as requested.
Operation Support Specialist will be competent in prioritizing, multi-tasking, self-motivated and trustworthy. Prior client service experience is preferred.
ESSENTIAL FUNCTIONS
Average Percent of Time (Must add up to 100%)
55 % Answering and responding to customers by phone, email or letters, both direct calls and overflow calls
20 % Completing tasks and workflows in NLS, as assigned
15 % Working directly with Operations managers on customer follow-up items
5 % Special projects as assigned
SPECIFIC DUTIES AND RESPONSIBILITIES
NLS Tasks:
• Answer and return customer phone calls, in direct queues or as overflow as directed
• Prepare and send delinquent and no response emails and letters to 30, 60, and 90 day past due borrowers
• Prepare and send pre-foreclosure letters
• Process Payoff requests
• Process third-party account inquiries
• Add and remove accounts from paper statements, audit as needed
• Account follow up as needed, per direction of Operations mangers
• Meet and/or exceed phone performance standards and requirements
Maintaining Comments and Compliance Statuses in System
• Properly and accurately comment account in NLS system
• Properly and accurately apply wrap-up codes in PureCloud
• Update account in NLS system with new borrower contact information
• Provide communication and correspondence to the appropriate AFC Division as it relates to account management and payment processing.
Processing payments
• Prepare and accurately complete ACH Tel payments in system
• Prepare and accurately submit both recurring and one-time credit card payments.
Other Tasks:
Answering Emails and Faxes:
• Assist borrowers with portal registration and inquiries
• Upload correspondence and documents in NLS, as required
Return Mail and Email:
• Document return correspondence in NLS
• Contact the customer to update demographics, including current email address and phone number
SUPPORTIVE FUNCTIONS
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions.
• Special projects
PHYSICAL REQUIREMENTS:
List the physical requirements for standard performance of this job. Include only those physical requirements which are either very important or essential to the performance of the job and required on a regular basis. This includes, but should not be limited to, physical activities such as lifting, pushing, pulling, climbing, walking, hearing, driving, sight, travel, etc.
Physical Activity Frequency
Standing Rare
Walking Rare
Climbing stairs Rare
Crouching/Bending/Stooping Rare
Reaching Rare
Grasping Rare
Pushing/Pulling Rare
Near Vision Constant
Far Vision Rare
Hearing Constant
Talking Constant
Smell Rare
Lifting/Carrying (# lbs.) Never
Travel Never
Other Select
Frequency Key
Never = 0 hours
Rare = Up to 1 hour
Occasional = 1-3 hours
Frequent = 3-6 hours
Constant = 6-8 hours
OTHER DUTIES
Assimilate into the Advanced Financial Company Commitment to Excellence culture through understanding, supporting and participating in all elements of Commitment to Excellence. Demonstrate working knowledge of the service standards.
Regular attendance in conformance with the standards, which may be established by Advanced Financial Company from time to time, is essential to the successful performance of this position.
SAFETY REQUIREMENTS
OSHA laws require the use of the following Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety:
None
Gloves
Shoes/Steel Toed Boots
Safety Glasses
Lifting Belt
Other
Team members will be trained in the proper use and care of assigned PPE. The company provides the required PPE. It is your responsibility to report defective, damaged or lost PPE, or equipment that does not fit properly, to your Manager.
SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.
EDUCATION (check what applies)
High School graduate or equivalent preferred
High School graduate or equivalent required
At least 2 year college (associate) degree preferred
4 year college degree preferred
4 year college degree required
4 year college degree required; Advanced degree preferred
Masters or MBA required
Other or equivalent experience
EXPERIENCE
• Minimum one year of customer service and/or call center environment
SALARY
• $16.00/hour
LICENSES OR CERTIFICATES
• None
GROOMING
All team members must maintain a neat, clean and well-groomed appearance (specific standards available).
OTHER
• Client Services Department is open Monday through Friday 7:00am to 5:00pm, work schedule would be between the hours of when the department is open
• Overtime as needed
• Occasional weekends
NOTICE:
Upon employment, all employees are required to fully comply with Advanced Financial Company rules and regulations for the safe and efficient operation of our facilities. Employees who violate company rules and regulations will be subject to disciplinary action, up to and including termination of employment. Prior to employment, applicants who have been extended a conditional offer of employment must pass a standard background check and drug screen. The applicant will be directed to the laboratory retained by AFC to conduct the Standard Drug Panel testing, and must take the test within 48 hours of accepting the conditional employment offer.
FLSA Designation: Non-Exempt
Department:Client Services
Organizational Unit:Advanced Financial Company
Reports to: Operation Support Manager
Date hired: TBD
Position Purpose:
Position is primarily responsible for receiving and responding to in-house, client and customer inquires through NLS tasks, email, fax and mail. Responding to customer and client emails in PureCloud. Processing requests for customer accounts from customers, clients and in-house from agents and management. Assisting with sending mail correspondence and supporting Operations managers with customer follow-ups, as requested.
Operation Support Specialist will be competent in prioritizing, multi-tasking, self-motivated and trustworthy. Prior client service experience is preferred.
ESSENTIAL FUNCTIONS
Average Percent of Time (Must add up to 100%)
55 % Answering and responding to customers by phone, email or letters, both direct calls and overflow calls
20 % Completing tasks and workflows in NLS, as assigned
15 % Working directly with Operations managers on customer follow-up items
5 % Special projects as assigned
SPECIFIC DUTIES AND RESPONSIBILITIES
NLS Tasks:
• Answer and return customer phone calls, in direct queues or as overflow as directed
• Prepare and send delinquent and no response emails and letters to 30, 60, and 90 day past due borrowers
• Prepare and send pre-foreclosure letters
• Process Payoff requests
• Process third-party account inquiries
• Add and remove accounts from paper statements, audit as needed
• Account follow up as needed, per direction of Operations mangers
• Meet and/or exceed phone performance standards and requirements
Maintaining Comments and Compliance Statuses in System
• Properly and accurately comment account in NLS system
• Properly and accurately apply wrap-up codes in PureCloud
• Update account in NLS system with new borrower contact information
• Provide communication and correspondence to the appropriate AFC Division as it relates to account management and payment processing.
Processing payments
• Prepare and accurately complete ACH Tel payments in system
• Prepare and accurately submit both recurring and one-time credit card payments.
Other Tasks:
- Respond and process bankruptcy inquiries
- Respond and process deceased borrower inquiries
- Assist with portal registration inquiries
- Review customer complaints
Answering Emails and Faxes:
- Respond to emails in PureCloud and Outlook (all clients)
- Respond to fax inquiries: payoffs and account verifications
• Assist borrowers with portal registration and inquiries
• Upload correspondence and documents in NLS, as required
Return Mail and Email:
• Document return correspondence in NLS
• Contact the customer to update demographics, including current email address and phone number
SUPPORTIVE FUNCTIONS
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions.
• Special projects
PHYSICAL REQUIREMENTS:
List the physical requirements for standard performance of this job. Include only those physical requirements which are either very important or essential to the performance of the job and required on a regular basis. This includes, but should not be limited to, physical activities such as lifting, pushing, pulling, climbing, walking, hearing, driving, sight, travel, etc.
Physical Activity Frequency
Standing Rare
Walking Rare
Climbing stairs Rare
Crouching/Bending/Stooping Rare
Reaching Rare
Grasping Rare
Pushing/Pulling Rare
Near Vision Constant
Far Vision Rare
Hearing Constant
Talking Constant
Smell Rare
Lifting/Carrying (# lbs.) Never
Travel Never
Other Select
Frequency Key
Never = 0 hours
Rare = Up to 1 hour
Occasional = 1-3 hours
Frequent = 3-6 hours
Constant = 6-8 hours
OTHER DUTIES
Assimilate into the Advanced Financial Company Commitment to Excellence culture through understanding, supporting and participating in all elements of Commitment to Excellence. Demonstrate working knowledge of the service standards.
Regular attendance in conformance with the standards, which may be established by Advanced Financial Company from time to time, is essential to the successful performance of this position.
SAFETY REQUIREMENTS
OSHA laws require the use of the following Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety:
None
Gloves
Shoes/Steel Toed Boots
Safety Glasses
Lifting Belt
Other
Team members will be trained in the proper use and care of assigned PPE. The company provides the required PPE. It is your responsibility to report defective, damaged or lost PPE, or equipment that does not fit properly, to your Manager.
SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.
- Must have great communication skills and enjoy helping people
- Prior customer service and/or call center experience taking inbound calls from customers a plus
- Experience in banking, loans or mortgage a plus
- Enjoys answering customer questions and finding them solutions
- Good computer skills
- Ability to learn quickly and multitask
- Punctuality and good attendance are a must
- Flexibility on schedule
- Bilingual in Spanish a plus
EDUCATION (check what applies)
High School graduate or equivalent preferred
High School graduate or equivalent required
At least 2 year college (associate) degree preferred
4 year college degree preferred
4 year college degree required
4 year college degree required; Advanced degree preferred
Masters or MBA required
Other or equivalent experience
EXPERIENCE
• Minimum one year of customer service and/or call center environment
- Experience in banking, loans or mortgage a plus
- Bilingual in Spanish a plus
SALARY
• $16.00/hour
LICENSES OR CERTIFICATES
• None
GROOMING
All team members must maintain a neat, clean and well-groomed appearance (specific standards available).
OTHER
• Client Services Department is open Monday through Friday 7:00am to 5:00pm, work schedule would be between the hours of when the department is open
• Overtime as needed
• Occasional weekends
NOTICE:
Upon employment, all employees are required to fully comply with Advanced Financial Company rules and regulations for the safe and efficient operation of our facilities. Employees who violate company rules and regulations will be subject to disciplinary action, up to and including termination of employment. Prior to employment, applicants who have been extended a conditional offer of employment must pass a standard background check and drug screen. The applicant will be directed to the laboratory retained by AFC to conduct the Standard Drug Panel testing, and must take the test within 48 hours of accepting the conditional employment offer.
