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The Loan Administration Specialist is responsible for handling all customer enquiries in a client driven environment regarding payments, customer billing problems, outstanding amounts and different debt repayment options in compliance with the Company’s policies, procedures and related laws and regulations.
Deliver a consistent and professional level of service at all times.
Demonstrate good customer service skills while initiating outbound and receiving inbound calls.
Provide customers with accurate information regarding the company’s products, services, payments
Build a rapport with the customers whilst addressing any issues related to customers’ loans
Handle emails and correspondence; providing customer service regarding past due account follow up, processing customer credits as needed and resolving discrepancies and short payments
Comply with laws, regulations, company policies and procedures as required
Prepare notifications to secure payments, explain penalties, interests, deadlines, and consequences for failure to comply
Obtain and evaluate customer’s financial information for the purpose of re-negotiating re-payment terms and methods if needed
Follow up on payment commitment accounts to ensure a positive resolution and client satisfaction
Keeping records as required in the bank’s data base
Support additional consumer service requests
Promote a positive work environment
Performs other duties as assigned
Candidate should be energetic, empathetic, and must have a positive attitude.
Team player with customer oriented mind-set
Good communicator both verbally and written
Able to read, write and speak fluent German
Able to demonstrate basic computer skills including use of Microsoft Office for Windows (Outlook, Word, and Excel)
Able to follow oral and written instruction and to identify exceptions
Attention to detail, initiative and high standard of work
Willingness to learn and grow
Minimum Secondary education
Previous experience in similar role is preferred, but not a must
Experience with customer database is a plus