Customer Assistance Specialist

THE OPPORTUNITY:

The Customer Assistance Specialist plays a critical role in providing support to our existing clients in our personal lending portfolio. As a Customer Assistance Specialist you are responsible for providing solutions for clients that are experiencing financial hardships, that may have an impact on their ability to handle their FreedomPlus and Consolidation Plus Loans. While providing the highest level of Customer Service possible, you will analyze the clients situation, and provide a solution, or arrangement that best suits the client. You will also serve as the primary contact for customers and approved third parties throughout the process; including but not limited to investors and attorneys, trustees and courts. Each day is filled with opportunities to exceed expectations, and deliver the best individualized service to internal and external customers through the combination of phone calls, voicemails, emails and faxes.

THE ROLE:

• Respond to customer inquiries regarding retention options to assist in cases of hardship
• Gather and analyze client provided financials and supporting documentation to determine retention option eligibility
• Reviews and perfects all documents provided by the client ensuring file is complete and accurate
• Responsible for communicating documentation requirements, decisions on retention options, and next steps with the customer
• Ensure all client required documentation are sent and returned timely
• Follow up on all fulfillment and system maintenance processes to completion
• Monitors customer adherence and completion on retention plans
• Required to abide by all applicable regulatory and department practices and procedures
• Build and maintain positive client relationships
• Answer questions and set up payment arrangements
• Access, notate, account activity, account changes, and process requests
• Exercise discretion and independent judgment
• Meet or exceed quality metric goals

REQUIREMENTS/CHARACTERISTICS:

• Minimum of 2 yr. call center experience in the financial services industry
• 1 yr. collections' experience preferred
• 1 yr. underwriting experience preferred
• Strong verbal and written communication skills
• Demonstrates concern for customers and their well being
• Must be able to stay organized while working on multiple tasks
• Proficient knowledge of PC skills in the Microsoft product line including: Word, Excel and Outlook
• Nortridge/NLS or other CRM experience also a plus
• Open availability between the hours of 5am-6pm, Monday-Friday
• Must be able to complete two weeks of required training with NO absences