Loan Associate

Loan Associate

ServiceFirst is a world-class call center and BPO with strategic locations around the globe providing an elevated Customer Experience to benefit our client’s businesses with exceptional customer engagement.

While our core business is to help our partners better serve their customers, ServiceFirst will also provide reduced labor and operational costs, a diversified footprint for business reliability, and an innovative entrepreneurial culture – all to attain corporate performance objectives as our partners trusted advisor and preferred business partner.

We are looking for Loan Associates to join our growing team! As a Loan Associate, you will play a key role in delivering the best service possible to our customers by confidently engaging with them through inbound and outbound phone calls.

Responsibilities:

• Field both inbound and outbound phone calls for customers who are in the process of finalizing their loan applications.
• Assist customers in uploading required documents in a timely manner, by demonstrating advanced knowledge of the system and customer website.
• Partner with customers to upload remaining documents, including but not limited to insurance cards, driver’s licenses, bank statements, pictures of the vehicle, and odometer.
• Utilize strong technical and communication skills to quickly identify where the customer is in the process, then communicate which steps they need to take next.
• Complete training, which includes product knowledge, application process, and core systems.
• Maintain knowledge of the company’s financial policies and procedures, as well as state and federal laws.
• Persuasively drive applicants to complete their required steps during the call.
• Manage and track all activity using the core system of record.
• Consistently meet and exceed monthly metrics of accountability.

Qualifications:

• Excellent communication, customer service, and sales skills.
• Two or more years of experience in sales or financial services is desirable.
• Bilingual (English/Spanish) skills are desirable.
• Availability to work shifts within the call center's hours of operation: 8-7 M-F, 9-1 Sat (subject to change)