Loans Officer - Sales - Mbj

JOB DESCRIPTION:
The representatives are responsible for interfacing with customers across Verification (Sales), Loan Servicing, and Marketing activities for the client. Our representatives work in an Omni channel environment utilizing, Phone, Emails, Text, and Chat.

KEY RESPONSIBILITIES: Representatives will respond to all customer requests and queries regarding services rendered, as well as product and account information by:
Handling all incoming and outbound call campaigns run by the client

Adhering to internal and Client Defined SOP's

Meeting or exceeding Daily and Monthly performance targets while maintaining maximum availability

Understand basic business knowledge to ensure accuracy in all customer queries

Handling all queries according to company policy

Communicating loan information effectively and speaking clearly always

Escalating customer or system issues to team leaders to ensure immediate resolution

Identifying opportunities for service improvement to the team manager or client

Accurately documenting the details of all customer interactions in the client's CRM

Ensure quality levels prescribed by clients are consistently met

LOB Specific Verification, Servicing, Retention
Ability and willingness to create a positive and memorable customer experience

Providing proper information to potential consumers to turn them into customers

Adhere to company policy and legal compliance requirements

Understanding how to address and respond to customer issues and concerns

LOB Specific Documents
Strong written and grammar skills

Ability to managing multiple interactions simultaneously