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Customer Support Associate 

About the Organization  

Job purpose

The Branch Support Associate is responsible for receiving calls from company branches and internal departments, as well as to maintain and respond to department email. The purpose is to answer procedural and process questions, perform various loan adjustment and modification procedures and processes to support branches and other departments, and to log and report problems to appropriate departments for resolution. The position may also perform various clerical and data entry duties as requested by management. These duties require the ability to be accurate, handle multiple phone lines and open issues concurrently, work quickly, and maintain composure while under pressure. Typically, the Branch Support Associate will have assigned duties that he/she will complete and maintain on an ongoing basis, but this may be updated or changed. The Branch Support Associate is expected to maintain a high state of flexibility with the handling of varied tasks that can change rapidly with little advance notice. The ability to adjust, prioritize, and to absorb additional workload are all vital characteristics.

Duties and responsibilities

  • Receive incoming calls in a high volume call center setting.
  • Make adjustments and modifications to accounts while online with branches and other departments.
  • Type responses to emails in a coherent and effective manner.
  • Troubleshoot problems identified as a result of phone or email communications received.
  • Maintain a log of calls received and the outcome.
  • Follow up to point resolution questions, issues, problems encountered and respond to reporting party
  • Review and analyze status and current condition of existing loans and parlay to others as required.
  • Review, answer, and act upon departmental emails received. Email volume can be substantial.
  • Fully cross train with at least one other member of the department's Administrative staff.
  • Maintain and organized a compliant work station and equipment posture.
  • Execute projects as directed by management
  • Be courteous and helpful in all interactions with other employees, vendors, and customers.
  • Perform additional duties as assigned, not limited to those outlined herein.
  • Research, collate, and provide data requested by various government and private auditors.
Location Corporate  
Position Requirements

Minimum Qualifications

  • High school degree or equivalent.
  • Must pass pre-employment screenings.
  • Prior experience in an incoming call center environment (preferably in the financial lending field).
  • Prior experience with general lending and accounting principles.
  • Flexibility to work any 8-hour shift between 8AM-9PM M-F
  • Excellent post-degree entry level career starter

Preferred Qualifications

  • Associates degree in accounting or data analytics.
  • Prior experience in a customer support related position requiring use of ticketing systems such as Salesforce or Manage Engine
  • Critical Competencies
  • 10-key punch skills
  • Typing Skills, 40 wpm minimum
  • Highly organized with the ability to efficiently and accurately multi-task.
  • Ability to complete multiple projects on time and with minimal supervision, which often serve several people and departments and contain conflicting deadlines.
  • Ability to anticipate problems and proactively work to determine solutions.
  • Perform all necessary duties with a positive attitude.
  • Excellent oral and written communication skills.
  • Strong attention to detail.
  • Ability to stay calm under pressure.
  • Proficiency with MS Office (Word, Excel, Outlook and PowerPoint).
  • Must learn new software programs and skills as the needs of the business change.
  • Flexibility to perform in an ever-changing work environment.
  • Attendance and punctuality are essential.
Shift -not applicable-  
Exempt/Non-Exempt Non-Exempt  
Full-Time/Part-Time Full-Time  
Number of Openings 1  
Position Branch Support Associate  
Req Number OPE-19-00882  
EOE Statement Regional Management is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other protected status.  
Branch #  
Zip Code of Office  

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