Administrative Assistant - Customer Service

American Financing Corporation•Aurora, CO

3d•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

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.
Familiarity with CRM systems, Loan Origination Software (LOS), and standard database practices.
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.
Bilingual in English and Spanish is a strong plus.

Responsibilities

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, and send email confirmations.
Monitor consultant availability and distribute incoming leads to available Mortgage Consultants.
Manage daily departmental email correspondence, ensuring timely responses and tracking updates.
Accurately update and maintain notes, metrics, and logs within Excel and Google spreadsheets.
Process name change requests for the Customer Service team, update files within the Loan Origination Software (LOS), and verify request authenticity.
Manage FHA case transfers and appraisal emails, submit formal requests, distribute invoices/payment links, and transfer case numbers.
Oversee daily Source and Endorser emails to update files within the Byte platform.
Pull Vonage call reports for files missing from the LOS and coordinate resolution with appropriate team members.
Process email requests to delete duplicate files, update file statuses, and purge unnecessary data.
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.