Client Servicing Agent

Department: Customer Engagement

Location: Remote

Reports to: Director of Customer Engagement

POSITION SUMMARY

The Client Servicing Agent is responsible for creating an unmatched client experience by acting as the front-line support to loan servicing. The client servicing Agent will possess a high level of competencies and characteristics to include customer service, time management, organization, and problem resolution. The Client Servicing Agent must be able to complete client request efficiently and with accuracy. They must be able to quickly shift priorities to meet business needs. This position requires the perspective candidate to be able to work independently, and also collaboratively with others.

Okay to be remote, but must be vaccinated as the manager would like to meet with them in person from time to time. Candidates must reside in and be authorized to work in the United States without sponsorship.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

Customer Service (85%)

  • Provide excellent Customer Service to internal and external customer requests received through all channels of customer engagement over the phone and email/fax through ZenDesk
  • Work efficiently to accurately complete clients loan servicing requests
  • Ensure response times to inquiries or correction requests are completed within the allotted timeframe stated in the Service Level Agreements (SLA).
  • Develop and maintain effective working relationships with all internal and external customers and departments.
  • Escalate specialized client request to appropriate colleague and follow up to ensure the client request was completed.

Miscellaneous (15%)

  • Manage returned mail following established procedures
  • Process loan statements daily
  • Other miscellaneous duties as assigned

Compliance
This position will be responsible for working within the guidelines of the CRF compliance requirements

MINIMUM REQUIREMENTS

Three years loan servicing experience or a combination of education and experience providing equivalent knowledge. Proven experience with customer service is required.

GENERAL COMPUTER LITERACY
Be familiar with and a willingness to work with computer technology. Have an understanding of computer hardware, the abilities and limitations of computer software packages and how to work within those limits. Experience with the following software: Microsoft Office, Word and Excel; and a nationally known loan servicing software.

ADDITIONAL CORPORATE RESPONSIBILITIES:

  • Belief, model, and support of CRF’s Mission, Vision and Values
  • Awareness and support of the development and implementation CRF’s Strategic Plan
  • The ability to communicate effectively with managers, colleagues, and staff.
  • Participate in the continual revision and improvement of processes and procedures
  • Understanding and adherence to the Compliance requirements for this position
  • Promote effective collaboration across the organization
  • Belief in and practice of CRF’s Diversity, Equity and Inclusion philosophy, modeling behavior that inspires dialogue, learning, and cross-cultural exchange

What We Offer

A collaborative working environment comprised of driven and highly-engaged individuals committed to the mission, vision and values of CRF. CRF is proud to extend its employees a wide array of benefits including, but not limited to:

  • Most positions offer flexibility for remote work
  • Health and dental insurance
  • 403B and Roth IRA
  • Paid Time Off (PTO)
  • Wellness Program
  • Educational Assistance
  • Long-Term and Short-Term Disability
  • Life Insurance
  • 10 Federal Holidays plus 2 Floating Holidays

How to Apply

To apply for this position, please email your resume to recruiting@crfusa.com

The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Sitting. While performing the duties of this job, specific activities require close vision with repetitive hand and finger motions. The employee must occasionally lift and/or move up to 25 pounds.

Environmental factors: Work alone and with others. Work around others. Customer/Public contact.

Community Reinvestment Fund USA, Inc is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status or any other characteristic protected by law.

CRF USA, Inc. requires all employees to be vaccinated for COVID-19. As a condition of hire with CRF USA, Inc. candidates must be able to show proof of vaccination for COVID-19 prior to an extension of an offer of employment. Accommodations will be considered for disabilities or sincerely held religious beliefs.

Please note, this position will require face to face client or staff interaction, accommodations for the COVID-19 policy will not be considered for this position.

CRF is headquartered in Minneapolis, Minnesota. For further information, please visit www.crfusa.com.

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