Are you passionate about creating an exceptional client experience?

Discover your opportunity with Union Bank®, a division of the Mitsubishi UFJ Financial Group (MUFG), the 5th largest financial group in the world. At Union Bank, we have our clients' best interest in mind and draw on more than 160 years of experience to understand their distinct needs to tailor our solutions. We're part of 180,000 colleagues around the globe striving to be the world's most trusted financial group, knowing that trust starts with a culture of putting people first and empowering you to achieve your potential.

Join Union Bank, where being inspired is expected and creating results is rewarded.

Job Summary:

As our Client Services Representative, you will liaison between MUFG and its current and potential customers and bankers and will be responsible for personal loan sales. This position effectively manages multiple daily calls in a busy environment, while also completing a variety of daily administrative tasks. In addition to providing first-rate member service, the Client Services Representative is accountable for meeting an established number of daily and monthly calls, as well as the volume of loans booked. The successful candidate will be able to accept ownership for understanding customer needs, relating the personal loan product to those needs and effectively solving customer and banker loan inquiries, while also keeping customer satisfaction at the core of every decision and behavior.

Work Shift (in CST):

Workdays: Monday - Friday

Work hours: 10:30am-7:00pm

Days off: Saturday and Sunday

Major Responsibilities:

Inbound Calls and Application Acceptance

• Responsible for answering all inbound phone inquiries from customers and prospects with the goal of converting each inbound request to a closed loan.
• Uncover the wants, needs, and interests of each customer and prospect by clearly communicating through the application and credit decision process.
• Address the customers' issues, provide support, and position the appropriate loan opportunity to achieve their goal.
• Understand credit considerations to uncover any underlying risks or benefits from converting a prospect and propose potential opportunities for manual underwriting review.
• Receive calls from bankers with sales questions.
• Quickly and accurately complete loan applications over the phone.
• Achieve and consistently exceed weekly and monthly quota and closing percentages.

Follow Up Client/Prospect Contact

• Make outbound calls for those customers that need verification or judgmental underwriting based on system decisioning to influence them to submit documents and ensure conversion.
• Follow up with loan applicants that leave the application to walk them through the application process, address any concerns and convert them to a loan where appropriate.

Customer Satisfaction

• Consistently achieve and exceed call quality score goals to meet client and customer satisfaction goals by answering inbound client calls timely, accurately, professionally, and courteously.
• Maintain required performance standards in quality, occupancy, attendance, promptness, and identifying client needs.
• Provide high-quality service through efficient and effective client service with an emphasis on low client effort.

Risk and Compliance

• Learn about products and services and describe/explain them to prospects.
• Follow assigned scheduling guidelines to meet the demand for business needs.
• Adhere to role-specific compliance rules and regulations (i.e., TCPA, Quality Assurance, Borrower Authentication, and CIP procedures).
• Stay informed as to current underwriting guidelines, maintain thorough documentation and confidentiality.
• Complete training courses on time - become a guide in our product and service offerings and continue to expand your knowledge of the industry every single day.

Qualifications:

Education and Years of Experience

• High School Diploma or GED.
• 1+ of experience in a high-volume call center environment with a track record of meeting and/or exceeding sales goals.
• 1+ of customer service experience.

Knowledge, Skills, and Abilities

• Demonstrate a strong working knowledge of all federal banking regulations and the Bank's policies and procedures.
• Must have basic computer skills, excellent communication skills, and be able to type 25 WPM.
• Excellent customer service skills.
• Strong analytical/problem-solving skills, attention to detail/accuracy, and flexibility in work assignments.
• Proficiency in computer skills and Microsoft Office products (Excel, Word, Outlook, PowerPoint).
• Excellent organizational skills.
• Strong verbal and business writing communications and interpersonal skills.
• Ability to work well with others to overcome obstacles and problems in a changing environment.
• Seeking a high-energy individual who can engage clients over the phone.
• Time management skills and ability to prioritize your workflow effectively.
• Proven experience as telesales representative or another sales role.
• Ability to adapt in a constantly changing and exciting environment.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified.

We are proud to be an Equal Opportunity/Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate on the basis of race, color, national origin, religion, gender expression, gender identity, sex, age, ancestry, marital status, protected veteran and military status, disability, medical condition, sexual orientation, genetic information, or any other status of an individual or that individual's associates or relatives that is protected under applicable federal, state, or local law.

Some MUFG roles require that individuals be fully vaccinated against COVID-19, subject to exemptions for medical or religious reasons, as well as any other reason required by applicable law or order. Should you be selected for an interview, your recruiter will provide additional information.

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