Customer Service & Administrative Support

Position Title: Customer Service & Administrative Support
Department:

Supervisor:

Home Ownership Center
Loan Originator & Leads Manager
Supervises: None
FLSA Status: Non-Exempt
Location: 2515 A Street, Anchorage (possible remote work)
Schedule: Full Time, Monday through Friday, 8:00 am to 5:00 pm

POSITION SUMMARY:

This position is responsible for overall admin support to the team, acting as customer service representative, and support the digitalization of processes such as customers intake, accounts opening, electronic signature…etc., and assist in the promotion of HomeOwnership products.

This position requires strong interpersonal communication skills, customer service attitude, public speaking, critical thinking, problem solving, writing skills as well as acute attention to detail. This position works as part of a team to fulfill the HomeOwnership Center’s mission to help Alaskans achieve responsible homeownership.

ESSENTIAL FUNCTIONS:

  1. Provide proper customer service by responding to phone and email enquiries, provide information as required by loan originator, make email and follow-up calls to prospects and assist them as needed,
  2. Assist loan originator cultivating leads until converted to customers,
  3. Maintain up to date client’s information database, assist clients during the process of using the technology suite on the Salesforce platform,
  4. Assist loan originator as required in customer intake, collect necessary documents and provide support during the application process,
  5. Provides backup for the Salesforce Championship by identifying issues and keeps the Salesforce Champion informed on needs, system errors and upgrades. Assists in creating reports and dashboards in Salesforce for upper management, Board of Directors, committees, and others,
  6. Provide support during marketing campaigns,
  7. Fields phone calls from potential clients, agencies, or employees in efforts of marketing of the programs administered,
  8. Assist with reporting requirements for monthly, quarterly, and annual reports,
  9. Performs other related duties as assigned.

NONESSENTIAL FUNCTIONS:

Types reports, business correspondence, memos, schedules, and other statistical and financial data in a timely manner.

PHYSICAL REQUIREMENTS:

  1. Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
  2. Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards

 MINIMUM 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.

Education:  High school diploma or equivalent.

Experience:  Minimum of six months’ experience in a customer service position. Must have a positive attitude, show attention to detail and have the willingness to learn.

Language and Communication Skills:  Strong oral, written communication and presentation skills. Must be able to keep all interested parties updated with status/progress of the loan process on a regular and ongoing basis. Professional customer service skills, cordial phone/voice/video communication manners. Ability to communicate in a professional, pleasant, tactful way with the public and NWA staff.

Mathematical Skills: Ability to apply basic arithmetic: adding, subtracting, multiplying and dividing.

 Reasoning and Judgment Abilities: Ability to address practical problems and seek workable solutions. Ability to interpret a variety of instructions furnished in written forms.

Certificates, Licenses, Registrations, Certifications:  None.

 Other Skills or Abilities:  Computer proficiency (MS Outlook, Word, Excel, Teams, and Outlook, etc.), intermediate skills in spreadsheet, word processing, and database programs. Must have a high attention to detail and experience in working with client in a confidential setting either in person, in writing (via e-mail) or on the telephone.

Must be willing to participate in online training sessions to learn the basics of lending, consumer finance regulations, the Consumer Financial Protection Bureau guideline, and all other lending compliance rules. Demonstrated organizational skills and the ability to handle multiple tasks.  Ability to work independently and with self-direction, work in a group and be a team player. Demonstrated sales ability and extraordinary customer service skills.

 Conflicts of Interest:  The incumbent of this position must avoid conflicts of interest and the appearance of conflicts of interest with contractors of NWA and those who bid on contracts with NWAK.

Confidentiality:  This position requires the confidential handling of information, both internal to the organization and external materials submitted by clients and residents.

 PREFERRED QUALIFICATIONS (BUT NOT REQUIRED): Previous experience in consumer lending, business, real estate/lending, business or community based non-profit organization is preferred but not required. Prefer intermediate computer skills but willing to train the right person.

This document is intended to describe the general content of and requirements for the performance of this job.  It is not intended to be construed as an exhaustive statement of the duties, responsibilities or requirements of the job.  Any opportunities for modifications consistent with providing reasonable accommodations will be considered.  This document is not intended to be a contract.

Send Resume to: [email protected]

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