Senior Financial Service Representaitve

The Senior Financial Services Representative (SFSR), similar to the Financial Services Representative, is responsible for managing inbound and outbound calls from new and existing customers, accurately assessing the needs of customers and completing, analyzing and submitting loan application using the loan application management system.  Additionally, the Senior Financial Services Representative will take on additional responsibilities including, but not limited to, assisting the Team Managers by handling customer escalations, providing support to the FSR team by answering questions related to customer inquires, policies and procedures, and assist in the coaching of FSR’s. Leading by example, the SFSR is responsible for providing updates, reporting and queue management in the absence of the Team Managers along with maintaining an elevated SPL target each month.

So, what will you do as Senior Financial Services Representative? 

• Manage outbound contacts to new and existing applicants via telephone, email and text message to achieve individual sales targets.
• Accurately submit & process loan applications into underwriting system, while assisting junior members of the team to do the same.
• Implement adaptive selling techniques by adjusting your sales approach based on the communication style and needs of the customer, while providing coaching to the junior members of the team to do the same.
• Demonstrate empathy by understanding the perspective of the customer and have empathetic concern for their situation, while overcoming their objections
• Assist junior members of the sales team to overcome objections.
• Demonstrate and communicate to the junior team members a sense of urgency when it comes to helping our new and existing customers when there are time sensitive requests.
• Ensure optimum servicing to our existing applicant base by promptly and accurately responding to customer inquiries on complex, multiple inquiries and overseeing the junior team members to ensure they are doing the same.
• Comply with outlined policies and procedures (i.e., privacy protection, AML) when servicing clients and performing account maintenance.
• Collaborate with Sales leadership to develop and continuously improve the business unit.
• Responsible for achieving and maintaining the outlined sales targets including achieving a minimum number of Secured Personal Loans per month 
• Answer questions from sales staff pertaining to loan applications, policy, procedures and assist with the handling of escalated concerns of customers.
• Assist Team Managers in the day to day coaching of the sales team.
• Act as a delegate in the absence of Team Managers.