Call Center Customer Service Representative

Call Center Customer Service Representative

1 day ago Be among the first 25 applicants

• 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.
• Nurtures leads from online applications.
• Fulfills customer needs to exceed customer experience.
• Demonstrates basic knowledge of lending services and practices.
• Ensures compliance standards are met.
• Assists potential borrowers by effectively communicating the loan process and answering questions regarding the loan.
• Is self‑motivated and can manage rejections by building relationships with customers.
• Takes ownership of customer concerns and works with leadership toward a resolution.
• Develops an understanding and abides by the company's code of conduct & ethics, company policies, operational procedures, and compliance.
• Works closely with other team members and managers to meet individual, team, and department goals.
• Probes for understanding and applies effective problem‑solving skills and overcomes objections.
• Is able to multitask while effectively communicating with customers.

• 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.
• The ability to exercise good business ethics and honesty.
• Demonstrates excellent phone etiquette and pleasant phone demeanor at all times.
• Manages a timed interaction.
• Manages the customer experience within stated guidelines.
• Meets productivity standards; completes work in a timely manner; strives to increase productivity; works quickly.
• Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position.
• Provides a basic level of problem solving.
• Communicates effectively in writing as appropriate for the needs of the audience.
• Tells others to convey information effectively.
• Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Understands written sentences and paragraphs in work‑related documents.
• Is aware of others' reactions and understands why they react as they do.

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

• High School Diploma or GED.
• Some college preferred.
• 1 year of customer service and/or loan processing experience.
• Hybrid work environment: work performed in the office in Kennesaw, GA and remotely from home.
• Required travel: infrequent / not applicable.

• Microsoft Word, Excel, PowerPoint.
• Outlook Exchange, Internet.
• Loan processing systems:
  Tran, Five‑9, Live Vox.

• Ability to work some nights and weekends, including overnight in a 24/7 environment.
• Must be able to sit for extended periods of time, talking, hearing constantly.
• Typing, data entry on screens daily.
• Sit in front of a computer monitor daily.
• Occasionally lift up to 5 lbs.
• Noise level: moderate noise level daily in an office atmosphere.

• Entry level

• Full‑time

• Other