Loan Specialist

ESSENTIAL JOB FUNCTIONS:

• Source sales opportunities through inbound leads and outbound calls with existing customers.
  • Manage high volume of inbound and outbound calls in a timely manner.
• Establish connection with customers over the phone; build an environment of trust through responsive service and understanding needs.
• Using consultative and value selling techniques to identify needs, determine eligibility and present best financial solutions that solve customers’ needs.
  • Clarify information, research every issue and provide solutions and/or alternatives.
• Follow communication scripts and advertise our products to interested customers in a manner that is professional and honest.
• Research and understand our product lines so you can confidently upsell our customers to compatible products.
  • Seize opportunities to upsell products when they arise.
• Listen attentively to customer questions and provide answers that are knowledgeable and insightful to encourage product sale.
• Build sustainable relationships and engage customers by taking the extra mile.
• Obtain complete and accurate customer information and other details as necessary; enter all information in designated database accurately.
  • Maintain clear records of all conversations in designated database.
• Maintain confidentiality of all customer PII and Company records.
• Attend assigned trainings to improve knowledge and performance level.
• Meet personal/team qualitative and quantitative targets.

 

OTHER JOB FUNCTIONS:

• Must be able to work overtime, as needed.
• Must be able to work a flexible schedule.
• Must be able to work weekends, as needed.

 

MINIMUM QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the minimum knowledge, skill, and/or ability required.

 

 

 

• High school diploma or equivalent required
• 1-2 years’ experience in a customer support or sales role, preferred
• Ability to perform basic calculations and mathematical figures
• Proven track record of over-achieving quota/goals
• Professional demeanor, excellent phone etiquette and verbal communication skills and strong listening skills
• Detail oriented, ability to multi-task, set priorities and manage time effectively
• Proficient in MS Office Suite
• Familiar with CRM systems and practices

 

COMPETENCIES:

• Achievement Focus: Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Recognizes and acts on opportunities.
• Communications: Exhibits good listening and comprehension; Expresses ideas and thoughts in written form; Expresses ideas and thoughts verbally; Keeps others adequately informed; Selects and uses appropriate communication methods.
• Consultative Selling: Applies product and market knowledge effectively; Asks questions to discover customer business needs; Builds rapport and establishes trust; Presents solutions that meet customer objectives.
• Customer Service: Displays courtesy and sensitivity; Manages difficult or emotional customer situations; Meets commitments; Responds promptly to customer needs; Solicits customer feedback to improve service.
• Quality: Applies feedback to improve performance; Demonstrates accuracy and thoroughness; Displays commitment to excellence; Monitors own work to ensure quality.
• Sales Skills: Achieves sales goals; Initiates new contacts; Maintains customer satisfaction; Maintains records and promptly submits information; Overcomes objections with persuasion and persistence.
• Teamwork: Contributes to building a positive team spirit; Exhibits objectivity and openness to others' views;
• Written Communication: Edits work for spelling and grammar; Presents numerical data effectively; Writes clearly and informatively.

SUPERVISORY RESPONSIBILITY
None

 

PHYSICAL DEMANDS

While performing the duties of this job, the employee is regularly required to stand, walk, reach and sit for a minimum of 8 hours with or without reasonable accommodation. The employee is required to use hands to finger, handle, or feel objects and/or tools. The employee is required to talk or hear with or without reasonable accommodation and must sometimes lif