Receptionist & Customer Service Representative

Position Overview

The Receptionist & Customer Service Representative serves as the first point of contact for clients, providing exceptional customer service and administrative support to the lending department. This role is responsible for managing incoming communications, assisting clients with general inquiries, and supporting the team with various administrative tasks to ensure smooth daily operations.

Roles & Duties

• Greet and assist clients over the phone, live chat, and via email with professionalism and courtesy.
• Provide basic information on loan products, application processes, and documentation requirements.
• Answer incoming customer enquiries via email, call and live chat and assist as required
• Guide customers in using online services, including navigating the clients website and payment systems.
• Liaise with lending team to resolve client inquiries in a seamless and timely manner and transfer to lenders as necessary.
• Ensure client confidentiality and compliance with privacy regulations.
• Document collection and uploading documents to applications.
• Support the lending team in ensuring all client documentation is complete and up to date.
• Assist with internal and external communications related to lending services.
• Participate in team meetings and provide feedback on process improvement.

Key Performance Indicators (KPIs)

• Communication Quality: Deliver clear, professional communication to ensure customer satisfaction and clarity.
• Efficiency: Demonstrate efficiency in handling calls and client inquiries.
• Accuracy & Timeliness: Maintain accuracy and timeliness in completing administrative tasks.
• Communication Metrics: Achieve strong performance in call, live chat, and email metrics, including volume, response time, and resolution rates.
• Compliance: Ensure full adherence to company policies and procedures.
• Team Contribution: Actively contribute to a positive and collaborative team culture.

• Professionalism
• Reliability
• Effective communication
• Proactivity
• Accountability
• Respect
• Self-improvement

Software Packages

• Office 365
• 3CX Phone System
• Salesforce
• HubSpot