ELFI Customer Service Representative

• - Private Student Loan Cent
• Knoxville, TN, USA
• Hourly
• Full Time

TITLE: ELFI Customer Service Representative
DEPARTMENT: Private Student Loan Center
SUPERVISES: None
JOB CLASSIFICATION: Hourly/Non-Exempt
HOURS: Schedule Varies

BASIC FUNCTION:
The Customer Service Representative plays an essential role in building the relationship with our applicant and borrower base. In this role, you will act to resolve customer dissatisfaction; make outbound contact to customers who contact ELFI; provide Operations support to the Personal Loan Advisors team; and act as a swift response unit for special projects as assigned.

ESSENTIAL FUNCTIONS:
Respond to applicant's inbound inquires via phone, text, and email regarding ELFI products.

• Provide world-class customer service focusing on initial call resolution.
• Document every correspondence with applicants and borrowers clearly and concisely.
• Perform outbound outreach to applicants and work with the Personal Loan Advisors team to successfully move applications through the sales process to funding.
• Request and secure required documentation according to documented company procedures.
• Participate in outbound Marketing Campaigns
• Perform audits to ensure data provided by applicants at submission is accurate and the request meets ELFI specifications pursuant to SOPs
• Manage correspondence via the ELFI answers email box.
• Deliver timely, accurate, and actionable information to ELFI Teams as appropriate.
• Improve upon and refine sales and customer service knowledge and techniques through ongoing training.
• Ability to overcome objections, deescalate inquires and be genuinely empathetic in conversation with applicants.
• Take ownership of resolving applicant inquires and attempt to foresee causes of additional inquiries.
• Share insights with management regarding the root causes of applicant inquiries, concerns, and complaints, advocating on our applicants' behalf to improve our products, operations, and policies.

SKILLS, KNOWLEDGE AND TRAINING:

• Professional demeanor, strong work ethic
• Previous experience in financial services/sales and/or experience in a contact center
• Strong verbal and written communication skills
• Ability to build positive working relationships with ELFI applicants and team
• Advanced computer skills with solid proficiency in Microsoft Office Suite, Salesforce, and Web.
• Ability to exhibit grace under pressure, while successfully navigating complex work assignments/situations efficiently and effectively
• Ability to meet critical deadlines in dynamic, rapidly changing environment
• Self-motivated, resourceful, productive on teams as well as independent work
• Able to move between projects / duties quickly and efficiently with excellent organizational and time management skills
• Ability to work evenings, nights and weekend days and overtime
• Experience handling high volume transactions
• Track record of successful high impact decision making

WORKING CONDITIONS:

• Sitting for long periods of time; standing and walking periodically.
• Possibly lift 10-20lbs periodically.

REQUIREMENTS:

• Associate and/or Bachelor's degree, preferred.
• High school diploma or equivalent, required.