Customer Service Representative

5 days ago


Montgomery, Alabama, United States Edfinancial Services Full time
Job Summary

This role involves interacting with customers through various channels, including phone calls, chats, and emails. The ideal candidate will possess excellent communication skills, be able to work in a fast-paced environment, and have a strong understanding of customer service principles.

Key Responsibilities
  • Respond to customer inquiries and resolve issues in a timely and professional manner.
  • Utilize provided scripts and information to promote products and services effectively.
  • Assist customers with both inbound and outbound interactions, adhering to all applicable state and federal regulations and company policies.
  • Contribute to a team-oriented quality work environment and promote a positive on-site work atmosphere.
  • Maintain a high level of knowledge of all loan phases, from pre-loan to pay-off, including the ability to analyze complex information regarding customer invoices, payments, and loan status.
  • Stay up-to-date on system enhancements and changes to determine the best way to assist borrowers.
  • Adhere to assigned schedules to assist with outbound calls, inbound calls, incoming chats, emails, or a combination of skills.
  • Ensure that department goals and expectations are met on a daily and monthly basis.
  • Be proactive and discuss strategies with management to improve job performance.
  • Read training materials and utilize resources provided by the department and company.
  • Work overtime based on business and department needs.
Requirements
  • Maintain a positive on-site work atmosphere by behaving and communicating in a manner that promotes a positive work environment.
  • Responsible for the security of the workstation and work area regarding the confidentiality of data and systems.
  • The position requires a 5c level access to Edfinancial's information system.
  • All employees are expected to represent the company and its interests in a positive, professional manner inside and outside of the corporate environment.
  • Maintain certifications for specialized training and complete annual refresher courses in each topic.
  • Based on company needs, employees may be crossed-trained in specialty queues within the department as well as during peak times within other areas of the organization.


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