Job Description

OVERVIEW
Qualfon is hiring Loan Specialists to manage inbound / outbound communication from our client's members regarding their banking loan needs. The focus of this position is to provide outstanding support to existing members. The ideal candidate has professional communication and strong computer skills with a passion for providing first call resolution to their customers.
Hourly pay rate - $19.25/hr
This position is located onsite at our Headquarters in Highland Park, MI.
Our mission is to help as many individuals as possible pursue their total vocation, create an ever-growing number of career development opportunities, and be the partner of choice for all our clients. We foster a culture built on collaboration, integrity, and an employee-first mindset. We believe in continuous improvement and provide opportunities for employees to develop their skills, advance their careers, and contribute meaningfully to our mission. At Qualfon, every voice is valued, and teamwork is the foundation of our success. Big dreams are achieved through small actions, and our mission fuels every choice we make so we can give back to the communities where we live and work.
Veterans and their family members are encouraged to apply.
RESPONSIBILITIES

• Respond to inbound inquiries related to active credit card accounts, consumer loans, and fraudulent activity.

• Assisting customers in recovering their online credentials.

• Assist members with monetary and non-monetary transactions, including account maintenance for checking, savings, and certificates of deposit (CDs).

• Complete service tasks such as adding authorized users, facilitating balance transfers, managing interest distribution for CDs, and handling IRA account changes.

• Support credit card and fraud-related inquiries, including payment authorizations, adjustments, account growth, and underwriting decisions.

• Conduct thorough analysis of moderately complex complaints and collaborate with internal teams and vendor partners to identify process failures and improve customer satisfaction.

• Communicate effectively with customers, co-workers, and business leaders while maintaining professionalism and empathy.

• Stay informed of applicable policies, procedures, and regulatory guidelines to ensure compliance and risk management.

• Prioritize workload to meet service level objectives and ensure all business risks are identified, measured, and controlled.

QUALIFICATIONS

• Minimum 1 year of customer service experience in financial services, fraud, or insurance.

• 2 consistent years of call center experience preferred.

• Minimum 1 year of experience in conflict resolution and documentation, including researching and resolving customer concerns.

• High School diploma or GED required; college degree preferred.

• Ability to work onsite in Highland Park and meet attendance requirements.

• Demonstrated ability to manage difficult verbal communications and develop professional written responses through collaboration and proactive engagement.

• Proven ability to multi-task and prioritize in a fast-paced, detail-oriented environment.

• Stable work history with a consistent record of reliability and performance.

• Strong written and verbal communication skills, with a professional and articulate voice.

• Proficient internet and research skills, with the ability to quickly learn new subjects.

• Computer savvy, able to resolve minor technical issues independently.

• Typing speed of 20 words per minute with 90% accuracy.

• Strong critical thinking and problem-solving abilities.

• Comfortable working in a fast-paced, sometimes hectic environment while maintaining professionalism.

• Self-motivated and capable of working independently with minimal supervision.

• Skilled at multi-tasking across multiple computer applications while engaging with customers.

Skills Required