Responsibilities
- Work independently in a fast-paced remote environment with management and team guidance.
- Effectively multitask and adapt to the demands of the role while ensuring timely and efficient service.
- Handle inbound and outbound phone calls and/or emails through our dialer system.
- Communicate with customers who have started the application process and are seeking additional information/assistance.
- Engage with customers and other departments through multiple technological channels (phone, email, chat, and in-house systems).
- Assess customer needs, explore all options, and introduce different types of loans.
- Go the “extra mile” to build trust relationships, customer loyalty, and satisfaction throughout the application process.
- Help customers through our application processes, including:
- Verifying customer information.
- Assisting customers with uploading documents to our online portal.
- Notating/documenting applications.
- Answering customers' questions, concerns, and objections.
- Persuasively explaining the value behind our loan options.
- Adhere to, operate, and maintain knowledge of Reprise Financial policies and procedures, as well as state and federal lending laws and compliance guidelines.
- Complete comprehensive sales training, which includes product knowledge, sales tactics, overcoming objections, and core systems.
- Meet and exceed monthly metrics of accountability.
- Strong passion for engaging with feedback and continuous improvement, actively seeking and providing constructive feedback to enhance performance and processes.
Requirements
- 1-2 years of experience in a call center setting, preferably with a dialer system or handling high volume calls.
- Customer satisfaction orientation and sales competencies.
- Knowledge of sales/customer service techniques and principles
- Excellent communication, customer service and sales skills/tactics
- Ability to work in a goal-oriented environment
- Proficient computer skills
- Self-motivated, performance oriented
- Ability to adapt to changing sales scenarios and customer needs
- Ability to work independently in a fast-paced environment
- Understanding credit bureau reporting
Benefits
- Comprehensive medical, dental, and vision coverage, contributions to a Health Savings Account (HSA), and access to an Employee Assistance Program (EAP) to support your mental health and overall well-being.
- Plan ahead with our 401(k) program, featuring a Safe Harbor Match (100% of the first 3% and 50% of the next 2%).
- Recharge with accrued time off, company holidays, sick time, and 3 floating holidays—perfect for celebrating your birthday, your dog’s birthday, or just a random Tuesday!
- Our 12-week Paid Parental Leave ensures you have the time and support to focus on your family during life’s biggest moments.
- Market-driven salary and bonus opportunities ensure your hard work is recognized and rewarded.
- Stay connected and productive with a robust tech package designed to help you deliver your best every day.
Additional Information
- All team members must reside in one of our approved locations by their start date, ensuring you remain part of our collaborative community.
