Client Service Specialist AZ

Position is primarily responsible for receiving and responding to customer inquiries by phone and email. Processing ACH payments setups and cancellations for customer accounts. Assisting customers with logging onto the payment portal, calculating loan payments, sending mail correspondence. The Client Services Specialist will be competent in prioritizing, multi-tasking, self-motivated and trustworthy.

ESSENTIAL FUNCTIONS

Average Percent of Time (Must add up to 100%)

75% Answering and responding to customers by phone and email

15% Processing customer requests by email or mail

5% Special projects during slower call volume times

5% Working directly with Client Services Manager

SPECIFIC DUTIES AND RESPONSIBILITIES

Answering Phones and Emails:

• Reply to questions/concerns
• Look up account information
• Set up and expire ACH payments
• Calculate payment amounts
• Request payment and fee adjustments
• Upload correspondence and documents in NLS
• Send correspondence and documents by email and mail
• Document in detail and accuracy all customer interactions in NLS
• Client interactions by phone and email
• Submit tickets to other departments for account corrections and/or adjustments or doc request
• Meet and/or exceed phone performance standards and requirements
• Account follow up as needed
• Minimum average of 50 customer interactions per day

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions.

• Special projects

Assimilate into the Advanced Financial Company Commitment to Excellence culture through understanding, supporting and participating in all elements of Commitment to Excellence. Demonstrate working knowledge of the service standards.

Regular attendance in conformance with the standards, which may be established by Advanced Financial Company from time to time, is essential to the successful performance of this position.

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

• Must have great communication skills and enjoy helping people
• Prior customer service and/or call center experience taking inbound calls from customers a plus
• Experience in banking, loans or mortgage a plus
• Enjoys answering customer questions and finding them solutions
• Good computer skills
• Ability to learn quickly and multitask
• Punctuality and good attendance are a must
• Flexibility on schedule
• Bilingual in Spanish a plus

QUALIFICATION STANDARDS

• Bilingual in Spanish a plus

EDUCATION

High School graduate or equivalent required

EXPERIENCE

• Minimum one year of customer service and/or call center environment
• Experience in banking, loans or mortgage a plus
• Bilingual in Spanish a plus