Customer Service Representative - Client Relations - Knoxville, TN

• This is an ON-SITE position - Possibility of remote work after a minimum of 6 months consistently meeting performance metrics and meeting work from home requirements.
• Maintain a positive on-site work atmosphere by behaving and communicating in a manner so that you get along with customers, clients, co-workers, and management.
• Responsible for the security of workstation and work area regarding the confidentiality of the data and the systems.
• The position requires a 5c level access to Edfinancial' s information system.
• All employees are expected to represent the company and its interests in a positive, professional manner inside and outside of the corporate environment.
• Maintain a high-level of knowledge of all loan phases, from pre-loan thru pay-off, including ability to analyze complex and detailed information regarding customers invoice, payment, and loan status questions; maintain knowledge of federal and regulatory issues, and Edfinancial rules and regulations.
• Maintain certifications for specialized training and complete annual refresher courses in each topic.
• Based on company needs, employees may be crossed trained in specialty queues within the department as well as during peak times within other areas of the organization.
• Remain up to date on system enhancements and changes to determine best way to assist borrowers.
• Adhere to assigned schedule to assist with outbound calls, Inbound calls, incoming chats, emails, or a combination of skills.
• Ensure that department goals and expectations are met on a daily and monthly basis.
• Be proactive and discuss with management strategies to improve job performance.
• Read the training materials and utilize resources provided by department and company.
• Work overtime based on business and department needs.
• Other duties deemed necessary.

Edfinancial Services