Customer Service Representative - Client Relations

Description

This position involves receiving inbound calls and making outbound calls to potential customers, utilizing provided scripts and information to promote our products and services effectively. Responsible for addressing customer inquiries, providing accurate information, and resolving issues promptly and professionally. Assist customers on both inbound or outbound attempts in accordance with all applicable state and federal regulations and Edfinancial Services policies and procedures. Uses sound judgment and training provided to support customer inquiries. Contribute to and promote a team-oriented quality work environment.

Requirements

• Maintain a positive on site work atmosphere by behaving and communicating in a manner so that you get along with customers, clients, co-workers, and management.
• Responsible for the security of workstation and work area regarding the confidentiality of the data and the 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 a high-level of knowledge of all loan phases, from pre-loan thru pay-off, including ability to analyze complex and detailed information regarding customers invoice, payment, and loan status questions; maintain knowledge of federal and regulatory issues, and Edfinancial rules and regulations.
• 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.
• Remain up to date on system enhancements and changes to determine best way to assist borrowers.
• Adhere to assigned schedule 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 with management strategies to improve job performance.
• Read the training materials and utilize resources provided by department and company.
• Work overtime based on business and department needs.
• Other duties deemed necessary.

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