Administrative Assistant - Customer Service

Job Description

Job Description

Compensation: $19.50 hourly

At American Financing, we're innovators with imagination. We do what it takes to help customers achieve their financial goals. And we stay ahead of the competition by challenging ourselves to become more efficient. We are one of the fastest-growing national mortgage lenders because we don't follow the status quo.

See what it's like to work for a national mortgage lender that truly values its employees. Wherever your passions lie, you can find rewarding work and new opportunities here.

• Casual work environment
• Family-owned, Customer-focused
• Denver Post Top Workplace
• Top 50 Family-Owned Business
• Best of Colorado Business
• Inc. 5000 Fastest-growing Private Company

JOB SUMMARY

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.

WHAT YOU WILL BRING

• Adaptability: Highly adaptable to changing priorities, high-volume workflows, and evolving business needs.
• Tech-Savvy Skillset: Ability to navigate and work across multiple computer platforms simultaneously (e.g., Byte, Google Workspace, Vonage, etc.).
• Spreadsheet Proficiency: High level of proficiency with Microsoft Excel and Google Sheets for data tracking and reporting.
• Industry Experience: Previous experience working in a high-volume call center environment is highly preferred.
• Proactive Mindset: A positive, “can-do” attitude with the willingness and capacity to take on additional projects and cover front desk duties as needed.
• Education: High school diploma or equivalent required.
• Experience: Proven track record in an administrative, coordination, or office support role.
• Communication: Exceptional written and verbal communication skills; a professional and welcoming phone demeanor.
• Time Management: Strong organizational skills with a demonstrated ability to multitask and meet tight deadlines.
• Technical Aptitude: A quick learner with a strong aptitude for mastering new software and internal systems.
• Systems Knowledge: Familiarity with CRM systems, Loan Origination Software (LOS), and standard database practices.
• Language Skills: Bilingual in English and Spanish is a strong plus.

DUTIES AND RESPONSIBILITIES

• Appointment Coordination: Diligently follow up with Mortgage Consultants (MCs) to ensure they are on time for their scheduled appointments.
• Client Outreach: Connect with clients to confirm upcoming appointments, handle rescheduling when necessary, and send out formal email confirmations to both the clients and the designated Mortgage Consultants.
• Lead Distribution: Actively monitor consultant availability and efficiently distribute incoming leads to available Mortgage Consultants in real time.
• Email & Communication Management: Manage daily departmental email correspondence, ensuring timely responses, and tracking important updates or changes.
• Data Entry & Reporting: Accurately update and maintain notes, metrics, and logs within Excel and Google spreadsheets.
• Account Maintenance: Process name change requests for the Customer Service team efficiently; update relevant files within the Loan Origination Software (LOS) and verify the authenticity of each request.
• FHA & Appraisal Coordination: Manage FHA case transfers and appraisal emails; submit formal requests using provided data, distribute invoices/payment links, and transfer case numbers via FHA Connection.
• Data Integrity & Reporting: Oversee daily Source and Endorser emails to update files accurately within the Byte platform. Pull Vonage call reports for files missing from the LOS and loop in the appropriate team members for resolution.
• System Cleanup: Process email requests to delete duplicate files and update file statuses; purge unnecessary data from internal systems and provide confirmation of completion.
• Appointment Scheduling: Strategically assign client appointments to licensed consultants at least two hours prior to the scheduled meeting time.
• Reception Backup: Serve as the primary backup for the front desk receptionist, greeting visitors and managing the main phone line with professionalism.
• Schedule & Flexibility: Ability to work a standard shift of either 8:00 AM – 5:00 PM or 9:00 AM – 6:00 PM. A hybrid remote/on-site schedule is available upon successful completion of the initial training period.
• Local candidates only at this time

Compensation: $19.50 Hourly

WHAT WE BRING

• Medical, Dental, Vision, 401k
• Paid time off and sick days
• Paid holidays
• Long-term paid disability
• Paid maternity and bonding leave
• Full desk equipment provided

American Financing Corporation (AFC) is an Equal Opportunity Employer. AFC does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis protected by law. All employment is decided on the basis of qualifications, merit and business need.