Customer Support

• Make a medium amount of outbound collection calls daily to borrowers regarding past due accounts, ensuring payments are collected or payment arrangements are established in compliance with company policies. (On average 20 calls per da)
• Serve as the primary point of contact for borrowers and clients, providing clear, accurate, and courteous assistance with account-related questions or concerns.
• Handle and process borrower requests such as payoff statements, account verifications, and other loan-related inquiries promptly and accurately.
• Respond to all borrower inquiries, whether by phone or email, ensuring issues are addressed in a timely manner and providing solutions or escalating when necessary.
• Review and process borrower requests for loan modifications or extensions, ensuring eligibility requirements are met and proper documentation is completed.
• Monitor and respond to inbound emails and phone calls from clients and borrowers, maintaining a professional and helpful communication style at all times.
• Build strong relationships by delivering exceptional service, maintaining borrower satisfaction, and ensuring a positive client experience.
• Proactively monitor accounts to identify potential problem loans, document concerns, and escalate to management or the appropriate department for further action.
• Other duties as assigned

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