Loan Operations Associate

Our Operations team is the fastest growing team in the org and we're seeking Operations Contractors to support our Onboarding organization. In this flexible role, you will support the operations of one or more of our core business verticals based on the needs of our business. As an Operations Associate, your impact will be immediately felt by our customers as you assist with reviewing loan applications and directly interact with customers each and every day by phone or through email correspondence. The role requires excellent verbal and written communication skills, strong analytical and problem-solving abilities, and a passion for high-quality customer service.

How you’ll make an impact:

Process loan applications by reviewing all documents submitted from potential borrowers and/or requesting additional documentation as needed to drive applications to a final state. Document reviews include employment, income, identity, and tax documents. Communicate and support applicants either over the phone or through written correspondence regarding the status of their application, troubleshooting application issues, answering questions regarding loan repayments, and guide customers through self-service options online and through delinquency related issues - all while providing a pristine customer experience. Build trust and cultivate borrower, investor, and colleague relationships. Complete additional ad hoc tasks as assigned to aid in the operational goals of the operations department and customer experience team.

Hybrid work schedule: 2 days' work in office, 3 days' work from home

Available Schedules:

Sunday - Thursday 9:00am - 5:30pm

Tuesday - Saturday 9:00am - 5:30pm

Minimum Qualifications:

1+ years of experience in customer service, phone support, loan processing or similar at a Financial Institution or FinTech

Be available to work one weekend day

Passion for delivering a great customer experience

Ability to interpret written policy and procedures and apply to the present situation

Strong written and verbal communication skills and the ability to address applicants in an objective yet empathetic manner.

Impeccable judgment and acute attention to detail; ability to identify/anticipate customers’ needs and clarify information

Proven track record of excelling in a metric based environment.

BA/ BS degree, Associates degree, or equivalent work experience

Preferred Qualifications:

Familiarity with loan processing, financial statements, tax documents, and payroll

Previous experience working in a customer service role

Previous experience working in a production based, remote environment