Customer Assistance Loan Consultant

2 weeks ago


San Marcos, California, United States Welk Resort Group Full time

Customer Service Loan Specialist

Job Category: Resort Operations

Requisition Number: CUSTO003565

Job Overview

As a vital member of our team, the Customer Service Loan Specialist plays a crucial role in delivering exceptional service to our valued clients. This position involves managing inbound communications, understanding client needs, and providing effective solutions with a positive attitude.

Key Responsibilities:

  • Handle an average of 25 incoming inquiries daily, ensuring a professional and friendly interaction.
  • Process loan payments, manage account changes, and provide detailed information on payoff amounts and account history.
  • Utilize various communication channels including phone, email, and chat to assist clients effectively.
  • Navigate multiple systems concurrently to address and resolve client inquiries.
  • Maintain up-to-date knowledge of different ownership types and associated policies.
  • Document all client interactions accurately to ensure clarity and compliance.
  • Educate clients on utilizing available resources and services.
  • Collaborate with other departments to resolve escalated issues promptly.
  • Meet established performance metrics related to call handling and processing times.
  • Engage in cross-selling of relevant products and services while adhering to company policies.
  • Conduct outbound calls to provide additional information to clients as needed.
  • Participate in ongoing training to enhance skills and knowledge.

Qualifications:

To excel in this role, candidates should possess the following:

  • High school diploma or equivalent.
  • Proficiency in Microsoft Office Suite, including Excel, Word, and Outlook.
  • Previous experience in a call center environment is advantageous.
  • Strong multitasking abilities in a fast-paced setting.
  • Familiarity with vacation ownership and timeshare concepts is preferred.

Skills Required:

  • Attention to detail and accuracy in data management.
  • Ability to demonstrate initiative and sound judgment.
  • Excellent verbal and written communication skills.
  • Strong organizational skills to meet service level expectations.

Work Environment:

The work environment is typically quiet, allowing for focused interactions with clients. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.



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