Job Description

JOB SUMMARY

The Loan Sales & Support Specialist is responsible for providing support for customer care solutions and delivering exceptional service, which includes contacting customers who are preselected for telemarketing promotions, holiday promotions or customers who are eligible to refinance their existing loans initiated via telephone call. They will also have administrative tasks such as scheduling appointments, answering phones, preparing, auditing, scanning, and filing documents.



ESSENTIAL DUTIES AND RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily, with or without reasonable accommodation. To request an accommodation, please contact Human Resources at (671) 647-6864 or via email hr@pfcguam.com.

Sales Support Responsibilities (Primary Focus)

Perform limited telemarketing duties, including contacting pre-selected customers eligible for promotions or refinancing opportunities. Input applications received via telemarketing or customer outreach into Credit Management or other system applications. Provide courteous and professional customer service over the phone or in person when necessary.

Loan Support Responsibilities (Secondary Focus)

Prepare, organize, and maintain loan files and related documentation to ensure accuracy and compliance. Audit loan information and verify accuracy of records attached to customer accounts. Process and file receipt of first payments, post and update customer information, and perform data entry into loan systems. Maintain and track loan folders within imaging logs and coordinate document retention with Digital Imaging. Support loan officers and management with administrative tasks such as scheduling, filing, scanning, and document preparation. Provide backup support for loan processing or other departmental needs during staff shortages. Assist with special projects and time-sensitive initiatives as assigned.

SUPERVISORY RESPONSIBILITIES

None

QUALIFICATIONS

Education and Experience

High school diploma or equivalent required; college-level coursework in business or finance preferred. Minimum of two (2) years' related experience in a financial institution, lending, or loan processing environment. Experience with Jack Henry or similar banking systems, MS Office Suite, and accounting software. Working knowledge of general banking operations and clerical processes related to lending.

Skills and Abilities

Intermediate to advanced proficiency in Microsoft Excel and other office applications. Strong organizational skills and attention to detail to ensure accuracy and compliance. Effective communication skills, with the ability to adapt tone and approach to deliver excellent customer experiences. Ability to work collaboratively in a team-oriented environment and manage multiple priorities effectively.

REQUIRED COMPETENCIES

Collaborative Communication Solution Focused Customer Oriented Articulate Interpersonal Relations Empathy Adaptability Attention to Detail Integrity

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

While performing the duties of this job, the employee is regularly required to sit, use hands to handle or feel, reach with hands and arms, and communicate effectively. The employee frequently stands and walks and may occasionally need to lift, carry, or move files and documents. Specific vision abilities include close, distance, and color vision, as well as depth perception and focus adjustment.



WORK ENVIRONMENT

The work environment is typically an office setting with moderate noise levels. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.



EQUAL EMPLOYMENT OPPORTUNITY

PFC Investments and its subsidiaries are Equal Opportunity Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender expression, transgender status, pregnancy, marital status, national origin, citizenship, age, disability, protected veteran status, genetics, or any other characteristic protected by applicable law.

PFC is committed to providing access and reasonable accommodation in employment opportunities for individuals with disabilities. To request an accommodation, please contact Human Resources at (671) 647-6864 or email hr@pfcguam.com.