What You Get to Do:
As part of a dynamic and engaging team, the Chat Advocate is responsible for communicating with customers via live chat and answering questions pertaining to the loan application process. Your day will consist of responding to general questions, assisting with troubleshooting the bank verification step, uploading emailed documents, and/or requesting additional documents as needed.
Key Responsibilities:
- Drive business through excellent customer service at every step of the application process
- Build relationships via electronic communication
- Using provided resources to help navigate customers through the Instant Bank Verification process
- Review and evaluate customer’s financial documents and research financial history
- Collaborate with Underwriters and Loan Advocates to process loan applications in an expedited fashion
- Identify process bottlenecks, inefficiencies, and suggest improvements
- Act as a subject matter expert regarding the application process
- Answer chats in a timely manner
- Work within multiple chats simultaneously
- Identify useful documents required for the application process
Required Skills:
- Detail-oriented
- Critical thinker
- Ability to type 40 to 60 wpm
- Excellent time-management skills
- Ability to multitask between tasks
- Excellent written communication skills
- Ability to adapt quickly to change
- Able to work under pressure
- Team player, willing to help in all situations
- Excellent customer service skills
- Confident in working with others
Desired Skills
- Strong knowledge base and understanding in the financial lending industry
- Previous experience communicating with customers via electronic communications
- Previous experience in customer service orientated position
