Customer Service Representative

Join the dynamic customer service team at Yinshan Lending Inc. as a Customer Service Representative. In this full-time role based in Makati City, Metro Manila, you will be the friendly face of the company, providing exceptional support and assistance to our valued customers. Your expertise in customer service and problem-solving will be pivotal in ensuring customer satisfaction and driving business success.

• Customer Support:
  
  

Serve as the primary point of contact for customers, addressing inquiries, concerns, and requests related to loans, payments, account information, and other lending services.

Assist customers in understanding loan terms, eligibility criteria, repayment options, and other relevant information.

Handle incoming calls, emails, and messages promptly and professionally, ensuring accurate and timely resolution of customer issues.

• Loan Processing:
  
  

Guide customers through the loan application process, including gathering necessary documentation, verifying information, and completing required forms.

Coordinate with internal teams to expedite loan approvals and disbursements, ensuring compliance with company policies and regulatory requirements.

Provide status updates to customers regarding their loan applications, payments, and account balances.

• Financial Counseling:
  
  

Offer financial counseling and guidance to customers, helping them make informed decisions regarding loan products, interest rates, and repayment plans.

Educate customers on budgeting strategies, debt management techniques, and ways to improve their financial well-being.

• Compliance and Documentation:
  
  

Ensure adherence to lending regulations, privacy policies, and compliance standards when processing loan applications and handling customer information.

Maintain accurate and organized records of customer interactions, transactions, and loan - related documentation.

• Customer Relationship Management:
  
  

Foster long-term relationships with clients by delivering a high standard of customer service and personalized attention.

Follow up with customers to ensure satisfaction and resolve any post-loan service issues.

Identify opportunities to cross-sell or upsell additional financial products and services based on customer needs.

Gather and relay customer feedback to management for continuous service improvement.

• Proven experience in a customer service or call centre role, preferably in the financial services or lending industry
• Excellent communication and interpersonal skills, with the ability to listen, empathise, and find effective solutions
• Strong problem-solving and decision-making abilities
• Proficiency in English and the local language
• Familiarity with customer relationship management (CRM) software and other relevant tools
• A passion for delivering exceptional customer experiences

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