Sr. Customer Service Representative

Job Description

Job Description

We are looking for an experienced Senior Customer Service Representative to join our team in Macon, Georgia. This Contract to permanent position offers an exciting opportunity to assist customers with loan-related inquiries while maintaining a high level of professionalism and service. The ideal candidate will excel at building trust, delivering outstanding customer care, and handling complex loan portfolios.

Responsibilities :

• Proactively identify opportunities to initiate new loan business with both new and existing customers.
• Assess customer needs to recommend appropriate loan products and additional services.
• Manage loan applications, proposals, and offers while ensuring timely follow-up with applicants.
• Provide detailed explanations of the loan process and address customer questions about loan options.
• Take ownership of customer concerns, developing strategies in collaboration with management to resolve issues.
• Oversee loan closings and organize loan documentation, including file breakdowns and administrative tasks.
• Consistently achieve or exceed established loan performance goals.
• Handle the daily servicing of a growing portfolio of consumer loans, ensuring accuracy and compliance.
• Resolve customer issues effectively using strong analytical and problem-solving skills.
• Process and track insurance claims, payments, and follow-ups while maintaining detailed logs.
• Strong background in call center or customer service roles, with a focus on financial services.
• Exceptional customer service skills and the ability to build trust with clients.
• Familiarity with TRICARE and its associated processes is preferred.
• Proficiency in using Windows-based PC systems and related software.
• Demonstrated ability to handle complex customer inquiries and resolve concerns efficiently.
• Experience meeting or exceeding performance goals in a detail-oriented environment.
• Knowledge of loan processing and consumer loan products.
• Excellent communication and interpersonal skills to foster positive relationships.