Student Lending Customer Advisor II

Description

As part of our team, you’re made ready for a fulfilling career with exciting new challenges and opportunities to stretch yourself!

While within this role, you are responsible for revenue generation via the direct sales channel. Furthermore, you will respond to inbound phone sales inquiries into student direct sales center on all marketing sponsored campaigns, direct mail efforts, while managing their book of business from application to booking. Additionally, you will serve as a subject matter expert for borrowers and will assist in identifying needs, making recommendations, lending guidance, and will be responsible for explaining and offering appropriate sales options and recognizing cross sell opportunities to increase customer satisfaction and enhance current and potential customer relationships. You will receive and evaluate documentation for loan applications and interact with customers to ensure necessary information is obtained, complete and accurate. Lastly, you will accurately, and consistently complete customer follow up work throughout the origination process to ensure the best possible customer experience.

Most importantly, at Citizens, we’re more than a bank and here you’ll experience new things, create new opportunities, think beyond your role and make an impact!

Primary responsibilities include

• Handle incoming calls and provide guidance and solutions to prospects and customers with basic lending needs. Refer to other areas for products that require complex financial analysis and expertise. Respond to incoming calls from customers already in process.
• Pipeline Management maintain ongoing communication with customers to include evaluating documentation for loan applications to ensure necessary information is obtained, complete and accurate.
• Participate in organized and self-driven training course aimed at advancement. Maintain thorough knowledge of lending criteria, policies, procedures, regulatory and Certification requirements.
• Meet and exceed established scorecard metrics and volume goals.

Skills:

• Ability to work independently and successfully in a team environment
• Experience working in a call center environment
• Superior organization and time management skills
• Demonstrated ability to handle several tasks efficiently in fast environment
• Strong presentation, verbal, written, and/organizational skills
• Capable of delivering results within specified time frame
• Proficient PC skills, including MS Office experience
• Ability to work in a matrix organization and develop partnerships across business lines
• Balance multiple demands and competing priorities
• Subject matter expertise of bank operations, systems, compliance, and regulatory requirements
• Results oriented with a desire to exceed sales and productivity goals
• Regularly seeks feedback and looks for opportunities to grow and develop
• Self-starter; able to work with minimal direct supervision
• Strong multi-tasking ability
• Superior interpersonal skills with the ability to quickly and efficiently
• Recognize needs and identify solutions
• Ability to learn new concepts quickly
• Exudes a high level of competency
• Effectively builds internal/external relationships
• Cultivates a positive work environment

Experience:

• 3-5 years -Proven success in growing customer products per household and overall banking relationship, in field or call center sales.
• 3-5 years - Proven customer service excellence, efficient & accurate problem resolution.

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: Hybrid, Monday-Friday 10:30am-7:00pm. Monday-Thursday, in-office. Friday, remote.

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.