Customer Service Representative

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GENERAL SUMMARY:

This position is the central clerical function in the branch. The Customer Service Representative is responsible for booking loans, cash control, maintaining customer files, customer service and is called upon to perform lending and collection functions. The basic objective of this position is to provide operational and administrative support to include customer service for Branch Office.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Maintains branch’s daily cash control function

· Posts mail payments and documents customer accounts

· Takes counter payments

· Prepares bank deposits

· Operates and balances cash drawer on a daily basis

· Makes deposits at local bank branch or scans deposit to bank

· Follows all Company cash control and security procedures

2. Inputs consumer loans into the computer operating system

· Prepares accurate documentation and contracts in a timely fashion, to facilitate transaction closings

· Organizes and files documents after closing

· Ensure that original contracts are processed according to Policy

3. Answers incoming telephone calls in a professional, customer friendly manner

· When possible, handles customer questions and requests

· Is capable of taking loan applications over the phone

· Routes incoming calls to appropriate branch personnel

· Documents call results thoroughly in the loan system

· Takes calls from dealers and records information on applications

· Maintains at all times a positive, courteous and professional approach to all callers

4. Conducts credit investigation tasks to verify loan application information

· Verifies current employment and other information as directed

· Obtains credit bureau reports

5. Maintains timely and orderly filing and reference systems to include loan contracts and vehicle titles

6. Handles branch correspondence

· Mails past due notices and letters

· Administers special mailing to customers

· Processes routine correspondence

7. Obtains an understanding of the services that Excel Finance provides its customers, then actively solicits potential customers for these services

8. Supports the branch’s business development program by generating present borrower and former borrower applications. This is accomplished on a daily basis, during normal customer service transactions and also as part of special telephone and mail solicitation projects

9. Understands all aspects of the loan system and completes all types of system transactions and maintains accurate, up-to-date account and customer records in the loan system

10. Assists in the branch’s delinquency-control efforts:

· Initiates past due adjustments on delinquent accounts by telephone

· As directed, may assist with skip tracing investigations and other delinquency collection related tasks

11. Perform other duties as required

COMPETENCY: To perform the job successfully, an individual should demonstrate the following competencies:

Job Knowledge: Competent in required job skills and knowledge. Exhibits ability to learn and apply new skills. Keeps abreast of current development. Requires minimal supervision.

Judgement: Displays willingness to make decisions. Exhibits sound and accurate judgment. Supports and explains reasoning for decisions. Includes appropriate people in decision-making process. Makes timely decisions.

Initiative: Must be proactive in soliciting eligible potential customers and current borrowers. Must work enthusiastically and productively with dealers. Must constantly be alert to opportunities to increase business in the branch, both from internal and external sources.

Decisions: Must continually make decisions that will affect the lending and/or collecting of Company money.

Planning/Organizing: Prioritizes and plans work activities. Uses time efficiently. Plans for additional resources. Integrates changes smoothly. Sets goals and objectives. Works in an organized matter.

Oral and Written Communication: Speaks clearly and persuasively. Listens and gets clarification. Responds well to questions. Writes clearly and informatively. Edits work for spelling and grammar. Varies writing style to meet needs. Presents numerical data effectively.

QUALIFICIATIONS:

Education/Experience:

High School or general education degree (GED) and one year of related experience and/or training; or equivalent combination of education and experience.

Skills:

Data Entry, phone answering, personal computer, 10-key, WPM 40, Lending Software and Microsoft Office.

Reasoning Ability:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Licenses:

None

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand, walk, and reach with hands and arms, and use hands to finger, handle, or feel. The employee is occasionally required to sit, stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.

Job Type: Full-time

Pay: From $13.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off

Work Location: In person