Administrative Assistant - Customer Service

American Financing Corporation•Aurora, CO

5d•Onsite

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

High school diploma or equivalent required.
Proven track record in an administrative, coordination, or office support role.
Exceptional written and verbal communication skills; a professional and welcoming phone demeanor.
Strong organizational skills with a demonstrated ability to multitask and meet tight deadlines.
A quick learner with a strong aptitude for mastering new software and internal systems.
Ability to navigate and work across multiple computer platforms simultaneously (e.g., Byte, Google Workspace, Vonage, etc.).
High level of proficiency with Microsoft Excel and Google Sheets for data tracking and reporting.
Highly adaptable to changing priorities, high-volume workflows, and evolving business needs.
A positive, “can-do” attitude with the willingness and capacity to take on additional projects and cover front desk duties as needed.

Nice To Haves

Previous experience working in a high-volume call center environment is highly preferred.
Familiarity with CRM systems, Loan Origination Software (LOS), and standard database practices.
Bilingual in English and Spanish is a strong plus.

Responsibilities

Diligent follow-up with Mortgage Consultants (MCs) to ensure they are on time for their scheduled appointments.
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.
Actively monitor consultant availability and efficiently distribute incoming leads to available Mortgage Consultants in real time.
Manage daily departmental email correspondence, ensuring timely responses, and tracking important updates or changes.
Accurately update and maintain notes, metrics, and logs within Excel and Google spreadsheets.
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.
Manage FHA case transfers and appraisal emails; submit formal requests using provided data, distribute invoices/payment links, and transfer case numbers via FHA Connection.
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.
Process email requests to delete duplicate files and update file statuses; purge unnecessary data from internal systems and provide confirmation of completion.
Strategically assign client appointments to licensed consultants at least two hours prior to the scheduled meeting time.
Serve as the primary backup for the front desk receptionist, greeting visitors and managing the main phone line with professionalism.