Job Description: Customer Service Representative

Position: Customer Service Representative (Tier 1 Loan Pre-Qualification)

Location: TBD

Employment Type: Full-Time

Overview:

We are seeking a detail-oriented and customer-focused Customer Service Representative to join our financial services team. In this role, you will assist potential clients online and over the phone by pre-qualifying them for a loan and transferring successful applicants for loan funding to the appropriate department. Your primary goal will be to provide excellent service, assess customer eligibility, and efficiently guide them through the loan prequalification process.

Key Responsibilities:

• Customer Engagement:
• Handle a high volume of inbound and outbound calls with potential loan applicants in an efficient, professional and courteous manner.
• Provide detailed information about the loan product, eligibility criteria, and the application process.
• Build trust and rapport with customers to create a positive experience.
• Loan Prequalification:
• Collect and verify applicant information, including income, employment status, and other relevant details.
• Use company tools and systems to determine initial loan eligibility.
• Clearly communicate prequalification results to customers and explain next steps.
• Compliance and Accuracy:
• Ensure all communications and processes adhere to company policies and best practices.
• Maintain strict confidentiality of customer information in accordance with company policies.
• Accurately document interactions and outcomes in the CRM system.
• Support and Guidance:
• Address customer concerns or questions related to loan terms and repayment options.
• Transfer or escalate customers to the appropriate departments for further assistance if needed.
• Performance Metrics:
• Meet or exceed individual and team goals for call handling, prequalification success rates, and customer satisfaction.

Requirements:

• Educational Qualifications:
• High school diploma or equivalent; college degree in finance, business, or a related field is a plus.
• Skills and Abilities:
• Excellent communication and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Familiarity with financial concepts and loan terminology.
• Proficiency in using CRM systems and financial software.
• Experience:
• Previous BPO experience in customer service, sales or financial services role is preferred.
• Basic experience working with U.S. customers is an advantage.
• Other Qualities:
• Detail-oriented with strong organizational skills.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Availability to work evenings and occasionally weekends.