Job Description:
Position Summary:
The Contact Center Lending Representative provides a high level of member service through inbound calls while working with members loan applications. The incumbent will also assess the members’ financial needs to recommend appropriate products and services.
Primary Responsibilities and Duties:
- Ability to perform the job duties and provide support in all areas of the Contact Center as needed.
- Processes loan applications from start to finish utilizing Everwise lending matrix via all lending channels.
- Must be able to make sound lending decisions based upon Everwise underwriting requirements.
- Provide quality service while working with members over the phone/video to provide guidance and education and recommend appropriate products and services.
- Correspond with members through phone, email, online chat, and written communication while maintaining excellent service standards.
- Must demonstrate excellent product knowledge, full understanding of needs-based selling, practice, and use of discovery selling techniques.
- Meet or exceed established sales goals for lending and member service.
- Responsible for daily decisions made within parameters set by leader.
- Accountable for understanding and applying government laws and regulations and Everwise policies and procedures relating to the Anti-Money Laundering Regulations including but not limited to the Bank Secrecy Act (BSA), US PATRIOT ACT and OFAC.
- Assumes additional responsibilities as necessary for the continued growth and advancement of Everwise.
Knowledge/Skills:
- Excellent verbal and written communication skills within a high-volume member contact center.
- Ability to read and comprehend detailed instructions.
- Computer skills (Microsoft tools – Word, Excel, Teams); ability to navigate through various software and systems.
- Ability to work in a team environment.
- Strong problem-solving skills
- Strong organizational and time management skills
- Effectively present information and interact using various communication tools.
- Ability to perform efficiently while working under deadlines and time constraints.
- Strong analytical, mathematical, and decision-making skills.
Minimum Requirements:
- High School diploma or GED
- 3+ years’ banking, lending and/or financial experience.
- Available to work on Saturdays.
Everwise is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.
