Job
Description
Job description The Onboarding & Customer Service Specialist (the OCSS”) will work with one of our US-based Financial Technology Customers to onboard new potential clients on their behalf. The OCSS will be a primary point of contact for our Financial Technology Customers and their new clients for all new onboardings, while also handling inquiries and taking ownership to solve any issues that may come up during the onboarding. The ideal candidate will have at least five years of experience in a customer service and sales for US-based companies, with some background within the financial services and/ or loan industry. Key Responsibilities: Client Interaction: Handle incoming and outbound calls, emails, zoom meetings, video conferences, and chat inquiries from clients about the status of their loan accounts, payment status, and account management. Issue Resolution: Resolve customer issues and concerns efficiently, including processing payment requests, updating account information, and addressing loan-related inquiries. Account Management: Provide accurate information about loan terms, conditions, and servicing procedures. Assist clients with loan modifications, deferments, and other account-related services. Onboarding New Clients: Guide new clients through the onboarding process, including setting up their loan accounts, explaining loan terms, and ensuring they understand how to manage their accounts effectively. Client Integration: Walk potential clients through the onboarding process, from initial inquiries to account setup, ensuring a seamless transition and providing support during the early stages of their engagement with the company. Documentation: Maintain detailed and accurate records of client interactions and transactions. Keep track of all additional documentation required from clients to complete onboarding. Ensure all communication is documented in the company’s CRM system. Compliance: Adhere to all regulatory and company policies related to loan servicing. Ensure confidentiality and security of client information. Continuous Improvement: Identify opportunities for process improvements and contribute to enhancing customer service protocols. Collaboration: Work closely with other departments of our Financial Technology Customers, such as Collections, Underwriting, and Escalation Teams, to ensure comprehensive service delivery and issue resolution. Required Qualifications: Experience: Minimum of 5 years of experience in customer service, preferably within the loan servicing or financial services industry. Language: Ability to communicate in English (written & verbal) with US clients. Applicants must be able to demonstrate at least 3 years working experience working directly with US-based clients. Knowledge: In-depth understanding of loan servicing processes, including the related business documentation, payments, interest calculations, and account management. Familiarity with relevant regulations and compliance standards. Attributes: Demonstrated ability to handle high-pressure situations with a calm and professional demeanor. Strong organizational skills and the ability to multitask effectively. Education: Bachelor’s degree in business, finance, communications or a related field required. MBA or related master’s degree preferred.
