Proceed Finance Customer Care Specialist

Security First Bank • Lincoln, NE

10d • Onsite

About The Position

Join our Proceed Finance customer service team! Apply Today. Grow with us at Security First Bank and find your future in banking. We treat you right. Looking for a career where you have evenings off to do the things that you enjoy? Do you like a professional office environment with Federal Holidays, Saturdays, and Sundays off? Ability to work 9:00a to 6:00pm daily. Bilingual proficiency in English and Spanish is required. If you haven’t received a link to sign the application, please check your inbox for an email containing a clickable link to create a password and access your account. To be considered as an applicant please complete and sign the online application form at the Security First Bank careers page. For additional information or paper application accommodations, please stop by 1300 Garret Ln, Lincoln, NE 68512 or call 844-565-7148 Role: The Proceed Finance Customer Care Specialist provides loan service and sales for customers by responding to incoming telephone calls, emails, texts, website contact forms and other contacts providing, efficient and consistent service which enhances the customer experience. Complies with department and overall bank policies. Essential Functions & Responsibilities: Responsible for answering incoming customer calls and responding to e-mails from the company's website and customer care counsel within online banking in a prompt and professional manner regarding financing products and services. Bilingual proficiency in English and Spanish is required. Confirm and clarify customers needs, explain possible solutions or recommendations, and follows-up on any action needed related to each transaction ensuring that the customer feels supported and valued. Handle customer service complaints or situations through effective problem-solving techniques, diffusing angry customers and referring the most difficult situations to the Supervisor or the subject matter expert. Explain past transactions, history of account or instructions to carry out an account or product change and determines appropriate response to the customer. Utilize software, databases, scripts, tools or supporting departments in researching customer inquiries in order to provide answers and solutions. Complete maintenance on borrower accounts. Perform loan transactions and adjustments. Perform other customer service duties over the phone such as AutoPay enrollments, account reconciliation services, online banking and bill pay support, quote rates, address changes etc. Understands and meets or exceeds call center metrics. Performs other duties as may be necessary to fulfill the responsibilities of this position. Performance Management: Keeps abreast of key economic data and regulatory changes which may impact the financial performance of the SFB and Proceed Finance. Maintains up-to-date job knowledge through professional reading and affiliation with appropriate industry organizations. Utilize sales and service skills to guide every customer into the proper financing services. Qualifications Knowledge, Skills and Abilities: Education and/or Experience. High school diploma or General Education Degree (GED). Banking and finance experience desired. Background in customer service and sales required. Ability to apply bank regulations and compliance policies. Experience with Banks current systems in use by organization is preferred. Interpersonal Skills. Demonstrates problem solving skills with the ability to make good decisions and exercise independent judgement. Strong phone etiquette skills required along with strong communication skills with internal and external customers. Strong attention to detail with excellent follow-up skills. Strong time management, reasoning and mathematical skills required. Knowledge of all Office products Word, Excel Spreadsheet development, and Adobe Acrobat. Self-motivated and able to work with little direct supervision. Ability to handle high volume of work and work closely with lending team. Requires understanding of the financial services business.

Requirements

• High school diploma or General Education Degree (GED).
• Banking and finance experience desired.
• Background in customer service and sales required.
• Ability to apply bank regulations and compliance policies.
• Experience with Banks current systems in use by organization is preferred.
• Demonstrates problem solving skills with the ability to make good decisions and exercise independent judgement.
• Strong phone etiquette skills required along with strong communication skills with internal and external customers.
• Strong attention to detail with excellent follow-up skills.
• Strong time management, reasoning and mathematical skills required.
• Knowledge of all Office products Word, Excel Spreadsheet development, and Adobe Acrobat.
• Self-motivated and able to work with little direct supervision.
• Ability to handle high volume of work and work closely with lending team.
• Requires understanding of the financial services business.
• Bilingual proficiency in English and Spanish is required.

Responsibilities

• Responsible for answering incoming customer calls and responding to e-mails from the company's website and customer care counsel within online banking in a prompt and professional manner regarding financing products and services.
• Confirm and clarify customers needs, explain possible solutions or recommendations, and follows-up on any action needed related to each transaction ensuring that the customer feels supported and valued.
• Handle customer service complaints or situations through effective problem-solving techniques, diffusing angry customers and referring the most difficult situations to the Supervisor or the subject matter expert.
• Explain past transactions, history of account or instructions to carry out an account or product change and determines appropriate response to the customer.
• Utilize software, databases, scripts, tools or supporting departments in researching customer inquiries in order to provide answers and solutions.
• Complete maintenance on borrower accounts.
• Perform loan transactions and adjustments.
• Perform other customer service duties over the phone such as AutoPay enrollments, account reconciliation services, online banking and bill pay support, quote rates, address changes etc.
• Understands and meets or exceeds call center metrics.
• Performs other duties as may be necessary to fulfill the responsibilities of this position.
• Keeps abreast of key economic data and regulatory changes which may impact the financial performance of the SFB and Proceed Finance.
• Maintains up-to-date job knowledge through professional reading and affiliation with appropriate industry organizations.
• Utilize sales and service skills to guide every customer into the proper financing services.

Benefits

• Security First Bank provides some of the most competitive, comprehensive benefits in South Dakota and Nebraska.
• We provide a host of health benefits, financial plans, and other services designed to make life better - both at work and at home.
• Prior experience will be taken into consideration for starting wage.
• Additional information about benefits is available on the careers page of the company web site.
• Specific questions about benefits for full or part time status will be answered during the interview process.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED