Credit Service Representative

Role Overview

• Provide excellent customer-centric service in line with company standards through inbound and outbound calls
• Analyze incoming electronic and telephonic information and credit/employment verification requests
• Manage incoming supplement requests as well as pending requests
• Direct calls and inquiries to appropriate area/function as applicable; liaise with other departments to handle requests and queries from customers effectively
• Ability to use discretion when processing sensitive personal information (PI); follow communication procedures, guidelines, and policies, ensuring compliance with data privacy regulations and secure handling of confidential information
• Provide timely and accurate information to incoming customer calls/electronic requests
• Process supplements on a timely basis
• Meeting departmental goals on production, turn-time and quality while maintaining a volume of processing credit supplement request in a call center environment
• Investigate all available sources of credit and financial information
• Provide credit information and references for customers, loan officers, or other agencies as requested
• Use existing procedures to solve straightforward problems without the consistent need to exercise discretion
• Review and interpret credit reports and data contained within
• Adhere strictly to training manual and procedures, following all workflows and documents
• Answer incoming phone calls within 3 rings
• Adhere to and maintain compliance with all Federal and State regulations and policies and procedures
• Maintain a deep understanding of credit products, services and policies to ensure accurate and consistent communication to the customer

Requirements

• Experience in the financial services in the mortgage services industry is a must
• Strong understanding of credit services and regulations preferred
• Customer service experience in a professional environment
• An understanding of some complicated issues like foreclosure, bankruptcy and other implications on status with handling credit verifications
• Excellent communication, decision making, persuasion and problem resolution skills
• Experience working for a fast-paced, goal oriented and team based structured environment
• Proficiency in Microsoft Office applications
• Bilingual is a plus

Benefits

• Comprehensive insurance plans like Medical, Personal Accident Benefit and Life Insurance
• Paid holidays (including the day after Thanksgiving), plus 19 days of paid time off, for a total of 28 paid days off per year