Customer Service Representative - US voice process

We are looking for a detail-oriented and customer-focused Customer Service Representative to join our financial services team. The primary responsibility of this role is to assist potential clients via phone and online channels by pre-qualifying them for loans. You will play a key role in guiding applicants through the process and ensuring a seamless customer experience. Key Responsibilities: Customer Engagement: ● Manage high-volume inbound and outbound calls in a professional and courteous manner. ● Educate potential customers on loan products, eligibility, and the application process. ● Build strong rapport and trust with customers. Loan Pre-qualification: ● Collect and verify applicant information (e.g., income, employment status). ● Use internal systems to assess preliminary eligibility. ● Communicate pre-qualification results and next steps clearly. Compliance and Documentation: ● Follow all company policies and regulatory guidelines. ● Maintain confidentiality of customer data. ● Log all interactions and updates accurately in the CRM system. Support and Escalation: ● Address queries related to loan terms and repayment options. ● Escalate or transfer customers to the relevant departments when required. Performance Goals: ● Meet or exceed KPIs related to call volume, qualification rates, and customer satisfaction. Requirements Education: ● High school diploma or equivalent required. ● Degree in Finance, Business, or related field is a plus. Skills and Competencies: ● Excellent verbal and written communication skills. ● Strong interpersonal and customer-handling skills. ● Basic understanding of financial services and loan concepts. ● Proficiency in CRM tools and MS Office applications. Experience: ● 1-4 years of experience in BPO, customer service, or a financial services environment. ● Prior experience with U.S.-based customers is a plus. Additional Requirements: ● Detail-oriented and organized. ● Comfortable working in a fast-paced, high-volume setting. ● Flexibility to work evening shifts and occasional weekends. Benefits Competitive salary (25,000-35,000) and performance-based incentives. ● On-the-job training and continuous learning opportunities. ● Opportunity to grow within the financial services domain.