Student Lending Customer Advisor II

Citizens • Irving, TX

5h • Hybrid

About The Position

The Student Lending Direct Customer Advocate II generates sales through the phone channel by responding to inbound sales inquiries in the Consumer Lending Direct Sales Contact Center for marketing-sponsored campaigns and direct-mail efforts. The Advocate serves as a subject matter expert for borrowers, identifying needs, making recommendations, and providing lending guidance. They explain and offer appropriate sales options, recognize cross-sell opportunities, and build current and potential customer relationships to increase customer satisfaction.

The Advocate completes customer follow-up accurately and consistently throughout the origination process to support a positive customer experience. This centralized phone sales group aims to provide customers and prospects with a consistent, efficient, and quality lending experience while supporting the Consumer Lending Strategy to deliver the fastest, simplest, and most hassle-free experience.

The role is scheduled for 40 hours per week, from 11:30 a.m. to 8:00 p.m. Central Time, with three days in the Irving, Texas office.

Requirements

• At least 3 years of exceptional customer service and sales experience; preferably in a financial setting.
• Positive, customer-focused mindset.
• Strong listening and problem-solving abilities, with persistent enthusiasm when interacting with customers.
• Strong verbal and written communication skills.
• Goal-oriented approach and interest in strengthening banking knowledge.
• Exceptional time management skills.
• Attention to detail and a strong sense of urgency.
• High school degree or equivalent.
• Computer proficiency.
• Ability to sit for long periods while answering customer calls.
• Skills and behaviors associated with success include seeking and acting on feedback, personal accountability, customer focus, communication, customer service, learning agility, perseverance, attention to detail, and cross-selling.

Nice To Haves

• Previous inbound or outbound call center experience.

Responsibilities

• Generate sales via the phone channel.
• Respond to inbound phone sales inquiries for marketing-sponsored campaigns and direct-mail efforts.
• Serve as a subject matter expert for borrowers by identifying needs, making recommendations, and providing lending guidance.
• Explain and offer appropriate sales options and recognize cross-sell opportunities.
• Seek opportunities to generate additional current and future customer relationships.
• Complete customer follow-up accurately and consistently throughout the loan origination process.
• Provide customers and prospects with a consistent, efficient, and quality lending experience.

What This Job Offers

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