Loan Operations Associate

Job Description

Job Description

Minimum Qualifications:

• 1+ years of experience in customer service, phone support, loan processing or similar at a Financial Institution or FinTech
• Be available to work one weekend day
• Passion for delivering a great customer experience
• Ability to interpret written policy and procedures and apply to the present situation
• Strong written and verbal communication skills and the ability to address applicants in an objective yet empathetic manner.
• Impeccable judgment and acute attention to detail; ability to identify/anticipate customers’ needs and clarify information
• Proven track record of excelling in a metric based environment.
• BA/ BS degree, Associates degree, or equivalent work experience

Preferred Qualifications:

• Familiarity with loan processing, financial statements, tax documents, and payroll
• Previous experience working in a customer service role
• Previous experience working in a production based, remote environment

Job Description

The Team: Our client's Operations team is the fastest growing team in the org and we're seeking Operations Contractors to support our Onboarding organization. In this flexible role, you will support the operations of one or more of our core business verticals based on the needs of our business. As an Operations Associate contractor, your impact will be immediately felt by our customers as you assist with reviewing loan applications and directly interact with customers each and every day by phone or through email correspondence. The role requires excellent verbal and written communication skills, strong analytical and problem-solving abilities, and a passion for high-quality customer service.

How you’ll make an impact:

Process loan applications by reviewing all documents submitted from potential borrowers and/or requesting additional documentation as needed to drive applications to a final state. Document reviews include employment, income, identity, and tax documents. Communicate and support applicants either over the phone or through written correspondence regarding the status of their application, troubleshooting application issues, answering questions regarding loan repayments, and guide customers through self-service options online and through delinquency related issues - all while providing a pristine customer experience. Build trust and cultivate borrower, investor, and colleague relationships. Complete additional ad hoc tasks as assigned to aid in the operational goals of the operations department and customer experience team.