Job Duties and Responsibilities:

·         Evaluates work volume, coordinates daily work activities, and assigns duties to meet prescribed deadlines; provides cross-training within the department

·         Monitors work progress and escalates any deficiencies to the department manager daily

·         Provides feedback and suggestions on process improvements

·         Accurately updates, changes or deletes credit files based on information gathered from internal system and branch contacts

·         Responses to incoming customer calls and written correspondence regarding credit reporting or related complaints

·         Stays abreast of related regulatory requirements and updates

·         Assists department manager with analyzing customer service trends that could be impacting customers or credit reports

·         Assists department manager in reviewing and updating policies, templates, and guidelines to ensure a high level of customer service

·         Assists with researching needs for formal complaints

·         Prompt and regular attendance is required

Job Requirements:

·         2 years related experience, preferably in customer service

·         Computer literate with solid MS Office skills and ability to learn or assess new software

·         Detailed oriented person with strong work ethic and follow up skills

·         Strong verbal and written communication skills

·         Knowledge of consumer lending regulations, preferred

·         Prior lead or management experience preferred

·         Ability to work in a fast paced, high volume environment

Physical Requirements:

This is an office position that consistently operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer. Requires the ability to communicate verbally and in writing.

Educational Requirements:

High school diploma or equivalent

Related education or experience preferred