Max Touch Services
Call Center Customer Service Representative
1 day ago Be among the first 25 applicants
Position Summary
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.
Nurtures leads from online applications.
Fulfills customer needs to exceed customer experience.
Demonstrates basic knowledge of lending services and practices.
Ensures compliance standards are met.
Assists potential borrowers by effectively communicating the loan process and answering questions regarding the loan.
Is self‑motivated and can manage rejections by building relationships with customers.
Takes ownership of customer concerns and works with leadership toward a resolution.
Develops an understanding and abides by the company's code of conduct & ethics, company policies, operational procedures, and compliance.
Works closely with other team members and managers to meet individual, team, and department goals.
Probes for understanding and applies effective problem‑solving skills and overcomes objections.
Is able to multitask while effectively communicating with customers.
Skills Required
Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
The ability to exercise good business ethics and honesty.
Demonstrates excellent phone etiquette and pleasant phone demeanor at all times.
Manages a timed interaction.
Manages the customer experience within stated guidelines.
Meets productivity standards; completes work in a timely manner; strives to increase productivity; works quickly.
Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position.
Provides a basic level of problem solving.
Communicates effectively in writing as appropriate for the needs of the audience.
Tells others to convey information effectively.
Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Understands written sentences and paragraphs in work‑related documents.
Is aware of others' reactions and understands why they react as they do.
Attributes
The ability to communicate information and ideas in speaking so others will understand.
The ability to listen to and understand information and ideas presented through spoken words and sentences.
The ability to read and understand information and ideas presented in writing.
The ability to communicate information and ideas in writing so others will understand.
The ability to speak clearly so others can understand you.The ability to identify and understand the speech of another person.
Experience & Education
High School Diploma or GED.
Some college preferred.
1 year of customer service and/or loan processing experience.
Hybrid work environment: work performed in the office in Kennesaw, GA and remotely from home.
Required travel: infrequent / not applicable.
Computer Software/Hardware
Microsoft Word, Excel, PowerPoint.
Outlook Exchange, Internet.
Loan processing systems: Tran, Five‑9, Live Vox.
Physical Requirements/Work Environment
Ability to work some nights and weekends, including overnight in a 24/7 environment.
Must be able to sit for extended periods of time, talking, hearing constantly.
Typing, data entry on screens daily.
Sit in front of a computer monitor daily.
Occasionally lift up to 5 lbs.
Noise level: moderate noise level daily in an office atmosphere.
Seniority level
Entry level
Employment type
Full‑time
Job function
Other
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Position Summary
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.
Nurtures leads from online applications.
Fulfills customer needs to exceed customer experience.
Demonstrates basic knowledge of lending services and practices.
Ensures compliance standards are met.
Assists potential borrowers by effectively communicating the loan process and answering questions regarding the loan.
Is self‑motivated and can manage rejections by building relationships with customers.
Takes ownership of customer concerns and works with leadership toward a resolution.
Develops an understanding and abides by the company's code of conduct & ethics, company policies, operational procedures, and compliance.
Works closely with other team members and managers to meet individual, team, and department goals.
Probes for understanding and applies effective problem‑solving skills and overcomes objections.
Is able to multitask while effectively communicating with customers.
Skills Required
Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
The ability to exercise good business ethics and honesty.
Demonstrates excellent phone etiquette and pleasant phone demeanor at all times.
Manages a timed interaction.
Manages the customer experience within stated guidelines.
Meets productivity standards; completes work in a timely manner; strives to increase productivity; works quickly.
Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position.
Provides a basic level of problem solving.
Communicates effectively in writing as appropriate for the needs of the audience.
Tells others to convey information effectively.
Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Understands written sentences and paragraphs in work‑related documents.
Is aware of others' reactions and understands why they react as they do.
Attributes
The ability to communicate information and ideas in speaking so others will understand.
The ability to listen to and understand information and ideas presented through spoken words and sentences.
The ability to read and understand information and ideas presented in writing.
The ability to communicate information and ideas in writing so others will understand.
The ability to speak clearly so others can understand you.The ability to identify and understand the speech of another person.
Experience & Education
High School Diploma or GED.
Some college preferred.
1 year of customer service and/or loan processing experience.
Hybrid work environment: work performed in the office in Kennesaw, GA and remotely from home.
Required travel: infrequent / not applicable.
Computer Software/Hardware
Microsoft Word, Excel, PowerPoint.
Outlook Exchange, Internet.
Loan processing systems: Tran, Five‑9, Live Vox.
Physical Requirements/Work Environment
Ability to work some nights and weekends, including overnight in a 24/7 environment.
Must be able to sit for extended periods of time, talking, hearing constantly.
Typing, data entry on screens daily.
Sit in front of a computer monitor daily.
Occasionally lift up to 5 lbs.
Noise level: moderate noise level daily in an office atmosphere.
Seniority level
Entry level
Employment type
Full‑time
Job function
Other
#J-18808-Ljbffr