ELFI Student Loan Specialist

Description

WORK AVAILABILITY:

Monday - Thursday; 8am - 8pm; Friday 8am - 5pm, with one late shift per week 11am - 8pm and one Saturday; 10am - 4pm per month rotation. 

BASIC FUNCTION:

As a Student Loan Specialist III, you will respond to customer inquiries by telephone, email, text, or chat to provide problem resolution.  Resolves complex or unusual requests and problems that may require a customized response and communicate solutions or requested information to the customer.  Analyzes a customer’s service needs and refers to other service or technical departments for follow-up or additional information as needed.  Provides updates to other internal teams on customer needs and factors that contribute to customer satisfaction.  May be assigned to support applicants that are more complex or critical.  Will utilize a customer relationship application or database to record activities and research information.    

ESSENTIAL FUNCTIONS:

• Respond to applicant’s inbound inquires via phone, text, and email regarding ELFI products.
• Provide world class customer service focusing on initial call resolution.
• Document every correspondence with applicants and borrowers clearly and concisely.
• Perform outbound outreach to applicants and work with the Student Loan Advisors team to successfully move applications through the sales process to funding.
• Request and secure required documentation according to documented company procedures.
• Participate in outbound Marketing Campaigns
• Perform audits to ensure data provided by applicants at submission is accurate and the request meets ELFI specifications pursuant to SOPs
• Manage correspondence via the ELFI answers email box.
• Deliver timely, accurate and actionable information to ELFI Teams as appropriate.
• Improve upon and refine sales and customer service knowledge and techniques through ongoing training.
• Ability to overcome objections, deescalate inquires and be genuinely empathetic in conversation with applicants.
• Take ownership of resolving applicant inquires and attempt to foresee causes of additional inquiries.
• Share insights with management regarding the root causes of applicant inquiries, concerns and complaints, advocating on our applicants’ behalf to improve our products, operations, and policies.

Qualifications

REQUIREMENTS:

Level I

• BA/BS Degree in Business or related field preferred or Associates degree in a business/accounting concentration with 1-2 years’ experience in loan processing, underwriting, or bank lending.

Level II

• BA/BS Degree in Business or related field preferred or Associates degree in a business/accounting concentration with 2-3 years’ experience in loan processing, underwriting, or bank lending.

Level III

• BA/BS Degree in Business or related field preferred.  Experience in loan processing, underwriting, or bank lending strongly desired, or Associates degree in a business/accounting concentration with 3-5 years’ experience in loan processing, underwriting, or bank lending.