Loan Servicing Representative

CIVIC Redondo Beach, California


Description

CIVIC Financial Services is an industry leading private money lender focused on providing short and long term debt for Residential and Commercial real estate investors. Civic was founded in 2014 by its parent companies Wedgewood Inc. and HMC Assets LLC, and is a well-capitalized lending-arm of the Wedgewood Companies. CIVIC was started to provide common sense financing for real estate entrepreneurs and has funded over $2.5 Billion in loans since its inception. CIVIC was recognized as a “Great Place to Work” for 2019, as published by Fortune. Also, Bill Tessar, (CIVIC’s CEO) was identified as an Executive leading the housing industry by HousingWire’s Vanguard Awards in 2018.

The Customer Experience Specialist (CES) position will assist CIVIC borrowers with any question or concerns throughout the life of the loan. Assist in day to day interactions with CIVIC borrowers and provide excellent customer service.  Help in the implementation of CIVIC’s Customer Experience Initiative to provide a seamless, simple and smooth process throughout the customer’s journey with CIVIC. The CES will act as an information provider, active helper, tactful listener, and consistent evaluator. At CIVIC, we take pride in helping our customers through all touchpoints, understanding where issues are arising, and implementing change to create a great customer experience.

By joining the Customer Experience Team, you’ll have the opportunity to empower those who strive to achieve financial success. In this role, you’ll provide best-in-class customer service through 5 simple values “Act with Honor, Be a Great Partner, Communicate Clearly, Create Smiles, and Simplify”

What you'll do:
  • Conduct “post-closing” phone calls with borrowers and brokers on a daily basis
  • Collect and report on pain points customers experience throughout the CIVIC loan process
  • Think ahead and provide solutions that anticipate future needs for CIVIC and our customers
  • Provide excellent customer service to all CIVIC customers throughout the entire loan process
  • Monitor and respond to customer complaints on public forums, social media, survey responses, reviews or other method; Research and respond in an appropriate and timely manner
  • Work with investors and brokers to obtain positive customer reviews through all digital channels (Qualtrics, Trustpilot, Google, Facebook, etc.)
  • Answer questions and resolve problems or concerns customers may experience with CIVIC or our business partners in a cooperative, professional and friendly manner
  • Translate feedback to actionable results and dedicate time to your professional development
  • Listen and seek to understand the customer’s true request to create thoughtful solutions
  • Answer phone calls, respond to emails and troubleshoot borrower issues and intake customer suggestions; Assess, research and resolve problems and discrepancies
  • Analyze and report on customer data
  • Simplify complex processes and make it easy for customers to grasp
  • Handle customer inquiries in a professional and timely manner
  • Perform other duties as assigned
What you'll need:
  • Bachelor’s degree
  • 2-3 years of experience in a customer service or sales position
  • Demonstrated experience building relationships through rapport, trust, diplomacy and tact
  • Ability to work independently and in a team environment
  • Active listening skills to accurately respond to inquiries and issues
  • Effective organizational, planning and time management skills
  • Effective research, analytical, and problem solving skills
  • Ability to use initiative and exercise good judgment to problem solve and make sound decisions
  • Ability to maintain composure in a high production, fast-paced and ever-changing environment
  • Excellent Microsoft Office skills (i.e. Excel, PowerPoint, Word, Outlook) and adapting to new technologies and applications
  • Strong verbal and written communication skills
  • Experience in member/customer service preferably in a lending institution preferred
What's in it for you:

CIVIC offers our team members a competitive compensation, 401K, and traditional benefits like medical, dental, and vision.  We also have many additional perks:
• Company Sponsored Outings: Past events have included sporting events, happy hours, parking lot BBQs, bowling and bocce ball tournaments, office theme parties, and more.
• In-house Investment Programs: Participate in the growth and profitability of the company through our in-house investment programs. We also offer home ownership & loan programs.
• Contribute to Your Community: Through our volunteer service, sustainable initiatives, charitable giving, and work with local universities, CIVIC provides opportunities throughout the year for its employees to give back to the community for the greater good.
 
CIVIC is an Equal Opportunity Employer and welcomes applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age. We look forward to hearing from you!

Check us out on The Muse.
Company: Civic Financial Services