Job description

Summary: This position is primarily responsible for providing customer service support to external FreedomRoad Financial customers on the telephone. This position is also responsible for initiating and/or implementing corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction are maintained by performing the following duties.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Take customer service phone calls; identify service needs and respond to questions relating to loan information, payoff amounts and process general account maintenance.
• Verify customer account information. Confirm pertinent customer information and update any customer information that needs to be corrected/updated such as phone numbers or addresses.
• Answer customer questions, take payments if necessary and research customer service problems and inquiries; follow up with customers to resolve concerns or difficulties in prompt manner.
• Maintain customer records by noting details from the call in account messages.
• Ensure that each customer receives outstanding customer service by providing a friendly environment. Greet each customer warmly and once serviced give a kind farewell greeting.
• Administer the customer service inbox; respond to customers directly or forward emails to other departments or staff members in timely manner.
• Between phone calls or during down time, monitor voicemails, emails, queuing in titles and e-titles, organize titles, manage return mail and break down loan files.
• Ensure operational integrity through compliance with all policies, procedures and regulations.

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 knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Preferred, Bilingual (Spanish/English)
• 1 year of Customer Service Experience or similar work.
• Ability to remain calm and professional in stressful situations.
• Meet or exceed daily productivity rate of 85% or higher in heavy call volume environment.
• Ability to maintain high degree of confidentiality.
• Friendly, courteous, customer service-oriented, and flexible.
• Ability to work independently and productively with minimum supervision; able to manage multiple projects.
• Ability to recognize problems, identify possible causes and resolve problems with little involvement from management.

Computer Skills

Proficient in Microsoft Word, Excel, and Outlook. General working knowledge of Jack Henry SilverLake preferred.

Supervisory Responsibilities

This position has no supervisory responsibilities.

Equal Opportunity Employer

Evergreen Bank Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, ethnicity, gender, sexual orientation, gender identity, national origin, veteran status, or disability.

Federal Deposit Insurance Corporation

Evergreen Bank Group is Member FDIC

Job Type: Full-time

Pay: $17.00 - $18.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance
• Work from home

Experience level:

• 1 year

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday
• Weekend availability

Work setting:

• Call center
• In-person
• Office

Ability to commute/relocate:

• Reno, NV 89521: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 1 year (Preferred)

Language:

• Spanish (Preferred)

Work Location: In person

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