Call Center Representative/Processor (Contract to Hire)

Summary: 

The Call Center Representative/Processor position is a key part of Renew Financial's Lending Operations team and reports to the Manager, Lending Operations. The primary goal is to effectively process and underwrite consumer loans for energy efficiency home improvements, providing accurate decisions and an exceptional level of service to consumers and contractors.

Principal Duties Include:

• Responsible for origination, processing and closing of consumer loans in an automated environment. Works as part of a team handling contractor, sponsor and customer relationships.
• Ability to work as part of a team, to build and maintain a culture of exceptional customer service, handle production flow within established deadlines and work to error-free quality standards.
• Responsible for meeting established loan processing timelines and quality targets. Maintain high volume and quality in loan production. Review and analyze the effectiveness of the programs, recommend change as needed and works as part of the implementation team.
• Work with the Underwriter to ensure that loan decisions are within established matrices appropriate to the loan type.
• Effectively communicate lending status and decisions with consumers and contractors, providing friendly, knowledgeable and extraordinary service to all parties. Accurately maintain all records in the loan processing database in a timely fashion, efficiently process applications and produce accurate and correct documents.
• Ensure compliance for all lending procedures including bank and/or regulatory procedures, policies, requirements, laws, rules, and/or regulations. Ensures compliance with company policies and procedures, and makes suggestions for improvements to procedures.
• Ensure that all interactions with customers, sponsors and contractors meet world class customer service standards.
• Other duties as assigned

Minimum Qualifications:

• 3-5 years of experience in Consumer Lending, with knowledge of Consumer Lending laws and regulations with a Bachelor’s Degree or a combination of equivalent experience and education.
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• Excellent analytical and critical thinking skills with the ability to recognize potential red flags, inconsistencies within files documentation and other problem areas and initiate proper mitigation action.
• Exceptional interpersonal, organizational and teamwork skills; strong verbal and written communication skills.
• Excellent time management skills and the ability to set and shift priorities as needed, to work under time and deadline pressure, and to effectively manage a large workload.
• Proficient in Google Suite and Microsoft Office Suite with the ability to quickly learn new technology platforms.

Preferred Qualifications

• Ability work evening/weekend shifts
• Experience in a Call Center/call queue environment
• Experience in Mortgage Underwriting
• Bilingual (written/verbal) in Spanish highly desirable

Compensation

• Hourly rate begins at $24.00/hour, plus production bonuses