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.