COT-VOICE

City Government of Muntinlupa - Government; Muntinlupa; On-site; PHP 279,000 - 446,000; Full time

Job summary

ServiceFirst is seeking energetic individuals for an Agent Application Support role in a fast-growing consumer finance lending team. You will handle inbound and outbound calls to guide customers through loan applications, assist with document uploads, and verify identities to protect funding integrity.

You will review income documentation, create contracts for underwriting, and ensure compliance with company policies and laws.

Qualifications

• Excellent communication and customer service needed.
• Two or more years in sales or financial services desirable.
• Bilingual English/Spanish is desirable.
• Availability to work shifts within the call center hours.

Responsibilities

• Field inbound and outbound calls with customers finalizing loan applications.
• Assist customers in uploading required documents and navigate the system.
• Review income and determine borrower repayment ability.
• Verify applicant identity documents before loan approval and funding.
• Prepare contracts and coordinate with underwriting for final approval.
• Create shipping labels for collateral when required and mail title documents.
• Ensure income document types meet requirements and provide next-step guidance.
• Use core systems to track activity and escalate fraudulent documents.
• Meet monthly metrics and maintain high performance in a fast-paced environment.

Skills

Excellent communication

Customer service

Sales experience

Bilingual English/Spanish

Job description

What you’ll do:

This account is a fast-growing consumer finance lender that provides solutions to consumers through our convenient online process, seeking positive and enthusiastic individuals to join our team as Agent Application Support. As an Application Support, you will play a key role in delivering the best service possible to our customers by confidently engaging with them through inbound and outbound phone calls.

Responsibilities:

• Field both inbound and outbound phone calls for customers who are in the process of finalizing their loan application.
• Assist customers in uploading required documents in a timely manner, by demonstrating advanced knowledge of the system and customer website.
• Reviews and calculates income for all primary borrowers to determine a borrower’s ability to repay the requested loan amount.
• Responsible for verification of applicant identity documentation, prior to loan approval and funding.
• Submitting concessions for evaluation, if necessary, and creating a contract for clients to agree to and sign before sending the application to the internal underwriting team for final approval.
• Depending on the type of loan, Customer Onboarding Specialists may need to create a shipping label for the title to be mailed to us if collateral is required before funding.
• Ensure acceptable Income Document Types/Requirements
• Utilize strong technical and communication skills to quickly identify where the customer is in the process, then communicate which steps they need to take next.
• Complete training, which includes product knowledge, application process, and core systems.
• Maintain knowledge of company's financial policies and procedures, as well as state and federal laws.
• Persuasively drive applicants to complete their required steps during the call.
• Manage and track all activity using the core system of record.
• Identify and escalating false documents to the Fraud Team.
• Consistently meet and exceed monthly metrics of accountability.

Qualifications:

• Excellent communication, customer service, and sales skills.
• Two or more years of experience in sales or financial services is desirable.
• Bilingual (English/Spanish) skills are desirable.
• Availability to work shifts within the call center's hours of operation

We are looking for individuals who are passionate about helping customers achieve their financial goals and who thrive in a fast-paced environment. If you possess these qualities and meet the qualifications listed above.

ServiceFirst is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factors under federal, state or local law.