Associate I, Bilingual

Official Title: Associate I
Status: Full-time, Non-Exempt
Department: Contact Center


The Bilingual Associate I is responsible for all aspects of the customer service experience while maintaining a high level of accuracy and detail. This position requires the ability to work in a fast paced environment and respond effectively and professionally to the customer's questions and comments.

Essential Duties and Responsibilities:
  • Analyzes a variety of documents properly in order to determine if the application meets all program qualifications
  • Reviews credit reports to update system calculations
  • Makes outbound calls and/or emails requesting outstanding loan documentation
  • Handles inbound telephone calls for customers such as: loan applications, website questions, school information, disbursements, school certification, loan fees and rates
  • Enters applications into the CD loan origination system
  • Reviews documents received in the CD Imaging system and uploads documents to the appropriate accounts
  • Assists with new hire training
  • Processes final loan documents for completeness of loan files to servicers
  • Assists with testing, loan changes, client implementations and other tasks as requested
  • High School Diploma
  • Bilingual experience required
  • Understands document processing or underwriting procedures
  • Strong critical thinking skills
  • Ability to effectively interact with customers and various departments within the organization
  • Prior call center experience preferred but not required
  • Experience with computers, Internet and MS Office: Word, Excel and Outlook
  • Strong interpersonal, written and verbal communication skills
  • The ability to work in a team environment, with a positive attitude, while managing multiple tasks
  • Demonstrate consistent attendance, punctuality and professionalism

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by the manager.

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