Contact Center Loan Support Specialist

About the role

As a Loan Support Specialist within the Contact Center, you will be part of a team of exceptional customer service professionals dedicated to providing exceptional service to our customers. You will support internal and external customers with a broad range of loan support questions and issues, embody a strong client experience culture, and resolve complex customer service issues.

Responsibilities

• Provide support to internal and external customers with a broad range of loan support questions and issues.
• Embody a strong client experience culture, ensuring exceptional service in each interaction.
• Deliver best-in-class customer experience to both internal and external customers while achieving service levels, quality standards, and designated performance targets.
• Resolve complex customer service issues, provide recommendations on appropriate solutions while utilizing a first call/contact resolution approach.
• Support new employee training as a coach/mentor to newly hired team members.
• Maintain strong levels of attention to detail while completing assigned tasks.
• Work extended hours and weekends on a rotating basis to provide support to internal and external customers.
• Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency.
• Work as part of a team.
• Work with on-site equipment.

Requirements

• Ability to establish effective working relationships among team members and participate in solving problems and making decisions.
• Ability to present and express ideas and information clearly and concisely in a manner appropriate to the audience, whether oral or written.
• Ability to actively listen to what others are saying to achieve understanding, sharing information with others and facilitating the open exchange of ideas and information.
• Ability to establish courses of action for self to accomplish specific goals, develop and use tracking systems for monitoring own work progress, and effectively use resources such as time and information.
• Ability to make right decisions based on perceptive and analytical processes, practicing good judgment in gray areas.

Qualifications

• High School Diploma, Associate's Degree, or equivalent preferred.
• 2-3 Years Internal/External customer service experience preferred.
• 2-3 Years Bank or Financial Services Experience Preferred.

Pay

The pay range for this position is generally $16.00 to $17.50 per hour. Shift differentials are provided for hours worked outside of standard office operations.

Schedule

Actual pay is based on various factors including but not limited to the successful candidate’s experience, skills, and knowledge.