Customer Solutions Professional - Customer Service

Summary

As a Customer Solutions Professional ("CSP") in our Servicing unit, you shall be responsible for providing extraordinary customer service while handling a wide variety of contacts (both verbal and in writing) and questions from customers regarding consumer loan account status. A CSP will also be responsible for meeting quality requirements in order to achieve monthly goals by contacting customers and assisting in a wide variety of requests.

Essential Functions

• Provide quality-driven, empathy-based customer service for clients whose account status is current.

• Assist and encourage customer in setting up auto pay and utilization of automatic clearing house payment methods to ensure customers stay current.

• Handle a high volume of calls in a fast-paced environment and ensure customers are served in a timely manner.

• Provide remarkable customer service with empathy, problem solving, and mastery of products and services; leave customers better off than when you found them

• Research and assist with post-funding questions regarding programs, payments, and documents.

• Communicate effectively with customers and document interactions accurately in company systems.

• Responsible for all general servicing and support functions, including customer inquiries, correspondence, research, problem resolution and taking payments.

• Ensure compliance in accordance with company guidelines and internal policies

Qualifications and Skills

• High School Diploma

• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

• Demonstrates interpersonal skills with ability to build rapport quickly

• Demonstrates strong organizational skills with the ability to prioritize workload and multi-task while maintaining strong attention to detail

• Goal driven and results oriented with strong negotiation skills

• Articulate and professional in all communications; Bilingual (English and Spanish) skills a plus

• Demonstrates the ability to use sound judgement and discretion regarding confidential information

• Prior experience in customer service, collections and servicing preferred

• Experienced in guiding customers using technology tools and systems.

• Experience and Ability to handle dual monitors, using multiple programs and systems.

• Successfully completes regulatory and job training requirements.

Work Environment

This job operates in a remote home office setting. This role routinely uses standard office equipment, including electronic keyboard, mouse and telephone.

• Remote Home Office: While working remotely, the employee is expected to maintain a dedicated and quiet workspace free from distractions, mirroring the professional standards of the call center environment. Employees must ensure a reliable internet connection and the capability to securely access company systems.

This environment requires the ability to maintain high productivity and consistent communication standards. The company may provide specific guidelines on the home office setup to ensure compliance with security and performance requirements.

Physical Demands

The physical demands listed here are representative of those that must be met by an employee to successfully perform the essential functions of this role. This position is primarily office based and extensively involves telecommunications.

While performing duties of this job, he/she may be required to sit and review information on a computer screen for long periods of time as well as perform repetitive motions of the hands and wrist related to writing and typing on an electronic keyboard.

• Voice Clarity and Communication: Regular use of a clear, articulate, and professional speaking voice essential for effective customer communication. This role requires continuous verbal interactions, making the ability to speak clearly and intelligibly a fundamental job requirement.

• Prolonged Sedentary Work: Employees will typically spend extended periods seated, engaging in telephone conversations and computer work. Comfort with prolonged sitting and screen use is necessary.

• Repetitive Hand and Wrist Motions: Frequent use of hands and wrists for typing and navigating computer systems is required.

• Occasional Lifting: Employees might need to lift and handle office supplies up to 20 pounds occasionally.

These requirements are considered essential for the performance of this job's duties. In cases of medical limitations affecting these abilities, the necessity of performing these essential functions will be a consideration in evaluating reasonable accommodations and determining the appropriateness of medical certification for return to work.

Position Type/Expected Hours of Work

This is a full-time position; extended work hours and/or overtime may be required as dictated and/or approved by management and business needs.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.