Customer Service Operations Specialist

Blue Bridge Financial, Inc.; Reston (VA); On-site; USD 42,000 - 66,000; Full time

Job summary

Blue Bridge Financial, Inc. in Reston, VA is seeking a Customer Service Operations Specialist who is highly customer-service focused, detail-oriented, motivated and able to multi-task to support loan operations and related tasks.

You will handle inbound calls, respond to inquiries, process documents, interact with borrowers and internal teams, and assist titling, collections, post funding and documentation as needed.

Qualifications

• Bachelor's degree or equivalent work experience.
• Excellent verbal, written and telephone communication for internal and external interactions.
• Self-motivated with a strong sense of urgency, detail-conscious, and committed to quality.
• Ability to multitask and manage different priorities.
• Experience in data management and reporting.
• Strong knowledge of Microsoft Office products.
• Salesforce experience is a plus.

Responsibilities

• Answer incoming customer service calls and respond to inquiries, concerns, and issues.
• Monitor customer service emails and reply in a timely, courteous manner.
• Build positive relationships with borrowers and assist on topics including payment history, payoff requests, charges, and updates to borrower information.
• Provide loan account information to internal departments and communicate customer concerns across Blue Bridge Financial team.
• Prepare collections/legal letters and notifications via email, text, and mail.
• Process lien releases for paid-in-full accounts within 30 days of payoff.
• Handle title packets and upload documents to appropriate locations.
• Mail and track GPS units to borrowers, and coordinate with brokers and vendors.

Skills

Verbal communication

Written communication

Telephone handling

Multitasking

Data management

Microsoft Office

Salesforce

Education

Bachelor's Degree

Tools

Salesforce

Microsoft Office Suite

Job description

We are looking for a strong customer service focused, detail-oriented, motivated, professional who can multi-task and manage different priorities to join us as a Customer Service Operations Specialist in our Reston, VA corporate headquarters. This is an excellent opportunity for individuals with previous customer service experience, especially in the finance industry, who want to work in a fast-paced, team-driven environment. The primary function of the role is customer service but it will also support Blue Bridge Financials’ other operations functions, which include Titling, Collections, Post Funding and Documentation.

DUTIES AND RESPONSIBILITIES:

• Answer incoming customer service calls and respond to customer inquiries, concerns, and issues.
• Monitor customer service emails and respond to them in a timely and courteous manner.
• Build positive relationships with borrowers as you assist them on a variety of topics including but not limited to:
• Payment history and payoff requests
• Account charges and payment breakdowns
• Updates to borrower information
• Insurance policy questions and updates
• Document requests
• Provide loan account information to internal departments and be able to communicate customer concerns throughout the Blue Bridge Financial team.
• Prepare collections/legal letters and notifications (via email, text, and mail).
• Handle return payments by contacting borrower, broker and internal departments.
• Contact vendors, brokers, and customers for needed documents.
• Handle title packets from the advisement of the titling supervisor.
• File and upload titles and other documents into the proper location.
• Mail and track GPS units to borrowers.
• Process lien release requests for paid in full accounts within 30 days of payoff.
• Process titles to customers, insurance companies or new buyers, at the end of the month, for all paid off loans.

KNOWLEDGE/SKILLS/ABILITIES/EDUCATION:

• Bachelor’s Degree from accredited college or equivalent work experience.
• Must possess excellent verbal, written and telephone skills for internal and external communication to effectively perform this role.
• Self-motivated with a strong sense of urgency, detail-conscious, and the ability to ensure quality of work completed.
• Ability to multitask and manage different priorities.
• Experience in data management and reporting.
• Strong knowledge of Microsoft Office products
• Salesforce experience is a plus

This job description is subject to change and may be amended based on management need and business demands.