Essential Functions:
- 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 times.
- 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 & Education Qualifications:
- High School Diploma or GED
- Some college preferred
- 1 Year of Customer Service and/or loan processing experience
Location/Travel:
- Work is in the office in Kennesaw, GA.
- Required Travel: Infrequent /Not applicable.
Computer Software/Hardware Knowledge:
- Microsoft Word, Excel, PowerPoint,
- Outlook Exchange, Internet, Loan Processing Systems: 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 extended 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.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
