The People Capital Customer Service Analyst, responds to inbound customer calls, e-mails, related to incoming loan applications, loan status, address verification, approved funding and password resets. The position also processes loans by working in specific queues, and ensuring that all appropriate documents are valid and are received, tracked, and uploaded prior to origination/check approval. The position also reviews and resolves data exceptions, credit bureau and loan origination exceptions. The position also requires an accurate review of account history in order to advise customers of missing documents, projected turn-around-times and "next steps" in the loan process. Attention to detail and a focus on customer service are essential skills for this position. To meet these demands, the analyst will be required to understand the firm's service policies, systems and legal compliance regulations as well as our products and services.
Handle multiple inbound calls /e-mails from lender and school clients in a time sensitive environment.
Determines customer needs through use of probing techniques.
Process Loan Applications and perform Underwriting
Contact customers via phone calls and e mail to obtain missing data/processing documents
Determines accurate loan status through review of account history and accurately advise next steps.
Understand and utilize department and corporate policies and procedures to verify identification of customer.
May respond to customer inquiries referring them to published materials, the People Capital FAQ listing and web-site, secondary sources, or senior staff.
Treat each customer contact professionally with end goal of attaining "first call/first e-mail resolution."
Review and accurately respond to customers on accurate processing times, setting realistic expectations.
Ability to follow up on outstanding requests, escalates trends and issues, and takes ownership of customer issues.
. Ability to communicate effectively with schools,lenders and other People Capital participants
. Ability to forsee the need for process improvements and suggest new ideas to provide enhanced customer service, while reducing manual processes and costs
Ability to multi-function and accurately account for time and performance.
Must be detail oriented, excellent oral/written communication skills and excellent computer skills
Strong knowledge/skills of Microsoft software products
Must provide excellent customer service
Participate in User testing
. Other duties as assigned
• BA/BS College Graduate preferred
This is an immediate start temporary position, which has the possibility of expanding to a permanent position.