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Originations Customer Care Associate

2 months ago

Jacksonville, United States Triad Financial Services, Inc. Full time

Triad Financial Services, Inc., is your trusted partner in the world of manufactured & mobile home loans With more than 60 years of lending experience, we are a top choice for Borrowers, Dealers, Lending Institutions, and Realtors nationwide. Our mission is simple: to be the friendliest, hardest working, and most service-oriented mobile and manufactured home finance company in the business. Currently we are looking for Bilingual Originations Customer Care Associates

Our Bilingual Origination Customer Care Associates are responsible for assisting homeowners with routine or complex issues and requests, in a call center environment.

Duties and responsibilities of this position:

  • Use an advanced telephony system
  • Maintain established performance metrics expectations and deliver quality service to our customers
  • Research customer complaints and concerns, and deescalate when necessary
  • Assist with identifying root causes and explain the best solution to resolve customer concerns in an expedient manner
  • Accurately track and document all communications with customers to provide a detailed history of contact
  • Cross-train with Indexing and Data Entry teams to assist with application processing
  • Achieve company performance goals.
  • Consistently represent the company in a positive and professional manner.
  • Collaborate with loan officers, closers, and underwriters
  • Assorted other duties as requested by management
Education and/or Work Experience Requirements:
  • Experience: 1-2 years' customer service in the finance/mortgage industry
  • In-depth knowledge of loan origination processes and procedures
  • Skills: Encompass (preferred), MS Office: Excel, Word, Outlook, Able to navigate
    across network, Windows PC proficient
  • Excellent verbal and written communication skills, including ability to effectively
    communicate with internal and external customers
  • Professional and welcoming phone etiquette required
  • Must be able to work under pressure and meet deadlines, while maintaining a
    positive attitude and providing exemplary customer service
  • Ability to work independently and to carry out assignments to completion within
    parameters of instructions given, prescribed routines, and standard accepted
    practices•Must be responsible and reliable
  • High school diploma or GED required
  • Bilingual (preferably Spanish)
  • Prior customer service/telemarketing experience required
  • Mortgage experience required


Salary Range: $24.37 - $26.00 / Hour

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