This position is responsible for learning the responsibilities related to answering phone calls and resolving basic issues for internal customers adhering to internal policies and procedures and utilizing working knowledge of the organization's Loan Servicing function.
Learns to handle incoming calls from internal customers and meet department productivity and quality standards. Provides assistance for a wide range of customer needs including navigating the loan system.
Assists in researching missing or misapplied checks and processing consumer loan payoffs.
Develops and maintains working knowledge of internal policies, procedures, products and services on a continuous basis.
Investigates and resolves or reports customer problems. Identifies and escalates difficult customer situations to the appropriate party.
Adheres to compliance procedures and internal/operational risk controls in accordance with any and all applicable regulatory standards, requirements, and policies.
High School diploma or equivalency required.
0-1 years relevant experience.
Effective verbal and listening skills to provide courteous and professional customer service. Ability to remain calm and courteous when handling difficult calls and requests.
Ability to develop and maintain working knowledge of the organization's loan products and services.
Effective PC skills including, electronic mail, intranet and industry standard applications. Ability to learn to use additional applications as necessary. Ability to use phone system effectively.
Ability to work well in a team environment.
Organizational skills are needed to perform multiple tasks.
People's United Bank