Member Service Representative
Prophecy Technologies
Role Overview: This role is for a Member Service Representative, also known as an Information Process Enabler or Bank Customer Service Representative. The associate will primarily facilitate service conversations related to Banking - Auto Loans and Loan Servicing. Key responsibilities include processing auto loan applications, securing collateral, and managing title paperwork, all while adhering to defined guidelines and client parameters. Key Responsibilities:
- Facilitate service conversations on Banking - Auto Loans and Loan Servicing products.
- Collect requirements and provide relevant solutions to process auto loan applications.
- Secure collateral in the client's name and manage title paperwork for various purposes.
- Communicate clearly and professionally with members by phone (inbound/outbound) to process banking requests.
- Provide operational support to members and auto dealers for Banking - Auto Loans and product review accounts.
- Process transactions that may require action.
- Identify and resolve member requests and issues.
- Identify and confirm actions requested from third parties regarding title paperwork release.
- Categorize and route incoming documents or mail them back to the correct party.
- Provide status updates on missing information to complete loan funding processes.
- Stop title releasing paperwork if payment is unsuccessful.
- Validate and fund loan amounts according to business procedure guidelines.
- Maintain high member satisfaction and commitment to quality.
- Follow written risk and compliance policies and procedures.
- Handle 50 Inbound/Outbound calls at 95% accuracy.
- Strong customer service skills with good writing, verbal communication, and comprehension.
- Ability to operate several tools and windows simultaneously during phone calls.
- Good data entry skills.
- Analytical and problem-solving skills.
- Understanding of Risk assessment & Investigative skills.
- Proficient with time management skills to balance workload and meet deadlines.
- Experience in a customer service environment or contact center.
- 0 to 2 years of experience in any contact center, customer care, or administrative task. Freshers are acceptable.
- Expertise in Banking Lending processes.
- Basic knowledge of how the auto loan industry operates.
Vacancy posted 4 days ago
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