Administrative Assistant - Customer Service

American Financing•Aurora, CO

4d•Hybrid

About The Position

American Financing is seeking a proactive and detail-oriented Administrative Assistant to support our Customer Service Department. The ideal candidate possesses proven experience executing administrative tasks, providing reliable support to leadership, and multitasking effectively in a fast-paced environment. This dynamic role requires a professional who can seamlessly manage internal and external communications, coordinate schedules, handle a high volume of calls, and readily take on new responsibilities as assigned, including serving as a backup for the front desk receptionist.

Requirements

Adaptability: Highly adaptable to changing priorities, high-volume workflows, and evolving business needs.
Tech-Savvy Skillset: Ability to navigate and work across multiple computer platforms simultaneously (e.g., Byte, Google Workspace, Vonage, etc.).
Spreadsheet Proficiency: High level of proficiency with Microsoft Excel and Google Sheets for data tracking and reporting.
Industry Experience: Previous experience working in a high-volume call center environment is highly preferred.
Proactive Mindset: A positive, “can-do” attitude with the willingness and capacity to take on additional projects and cover front desk duties as needed.
Education: High school diploma or equivalent required.
Experience: Proven track record in an administrative, coordination, or office support role.
Communication: Exceptional written and verbal communication skills; a professional and welcoming phone demeanor.
Time Management: Strong organizational skills with a demonstrated ability to multitask and meet tight deadlines.
Technical Aptitude: A quick learner with a strong aptitude for mastering new software and internal systems.
Systems Knowledge: Familiarity with CRM systems, Loan Origination Software (LOS), and standard database practices.

Nice To Haves

Bilingual in English and Spanish is a strong plus.

Responsibilities

Appointment Coordination: Diligently follow up with Mortgage Consultants (MCs) to ensure they are on time for their scheduled appointments.
Client Outreach: Connect with clients to confirm upcoming appointments, handle rescheduling when necessary, and send out formal email confirmations to both the clients and the designated Mortgage Consultants.
Lead Distribution: Actively monitor consultant availability and efficiently distribute incoming leads to available Mortgage Consultants in real time.
Email & Communication Management: Manage daily departmental email correspondence, ensuring timely responses, and tracking important updates or changes.
Data Entry & Reporting: Accurately update and maintain notes, metrics, and logs within Excel and Google spreadsheets.
Account Maintenance: Process name change requests for the Customer Service team efficiently; update relevant files within the Loan Origination Software (LOS) and verify the authenticity of each request.
FHA & Appraisal Coordination: Manage FHA case transfers and appraisal emails; submit formal requests using provided data, distribute invoices/payment links, and transfer case numbers via FHA Connection.
Data Integrity & Reporting: Oversee daily Source and Endorser emails to update files accurately within the Byte platform. Pull Vonage call reports for files missing from the LOS and loop in the appropriate team members for resolution.
System Cleanup: Process email requests to delete duplicate files and update file statuses; purge unnecessary data from internal systems and provide confirmation of completion.
Appointment Scheduling: Strategically assign client appointments to licensed consultants at least two hours prior to the scheduled meeting time.
Reception Backup: Serve as the primary backup for the front desk receptionist, greeting visitors and managing the main phone line with professionalism.
Schedule & Flexibility: Ability to work a standard shift of either 8:00 AM – 5:00 PM or 9:00 AM – 6:00 PM. A hybrid remote/on-site schedule is available upon successful completion of the initial training period.