Position Summary:

The Call Center Agent provides superior effective customer service to customers and assures accurate information has been provided to process loans properly. The Agent has access to critical, and potentially sensitive corporate systems and company & customer information. This position requires a high level of motivation, interaction with customers, strong attention to detail and organization.

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.