Agent Application Support
| Alabang
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.
What you’ll do:
This account is a fast-growing consumer finance lender that provides solutions to consumers through our convenient online process, seeking positive and enthusiastic individuals to join our team as Agent Application Support. As an Application Support, 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 application.
• Assist customers in uploading required documents in a timely manner, by demonstrating advanced knowledge of the system and customer website.
• Reviews and calculates income for all primary borrowers to determine a borrower’s ability to repay the requested loan amount.
• Responsible for verification of applicant identity documentation, prior to loan approval and funding.
• Submitting concessions for evaluation, if necessary, and creating a contract for clients to agree to and sign before sending the application to the internal underwriting team for final approval.
• Depending on the type of loan, Customer Onboarding Specialists may need to create a shipping label for the title to be mailed to us if collateral is required before funding.
• Ensure acceptable Income Document Types/Requirements
• 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 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.
• Identify and escalate false documents to the Fraud Team.
• 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
We are looking for individuals who are passionate about helping customers achieve their financial goals and who thrive in a fast-paced environment. If you possess these qualities and meet the qualifications listed above, please apply to join our team.
ServiceFirst is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factors under federal, state or local law.