Relationship Manager - Sales - Loan Servicing (4-6 yrs)
You'll be the first point of contact and voice of the company to our borrowers. Approximately 80% of your time will be spent communicating with both current borrowers to find resolutions for their loan and payment related concerns. You will be fully accountable for managing customer interactions, processes and systems around loan servicing and repayment.Your focus will be to deliver a superior servicing experience for each and every interaction with our borrowers.
This includes, but is not limited to:
- Initiating outbound phone calls and email correspondence for new or current customers while owning all inbound borrower inquiries on a daily basis
- Integrating problem solving skills with exceptional customer service experience to ensure successful resolution of customer and account related issues
- Building a strong relationship with and supporting students through the on-boarding and repayment process and addressing related payment queries
- Understanding our product line and explaining all features to borrowers, including how to use our customer app and portal and how to access self-service features, all queries relating to their loan, loan statement, managing the repayment and final settlement of their loan
- Collaborating with engineering and operations teams and communicating your ideas for enhancements to the loan process and product