Support Center Specialist

We take pride in what we do! Deciding to come grow with us is an exciting opportunity to enhance your career success stories. You are the center to what we do. We would love to have you here!

The Support Center Specialist provides centralized customer service, processes loan applications, and supports Tower Loan branch locations. This position assists customers with account-related needs, processes applications accurately and efficiently, and supports branches experiencing staffing shortages or increased workloads while following company policies and procedures.

Duties/Responsibilities:

• Receive, review, and process customer loan applications in a timely and accurate manner.
• Verify application information and documentation, following up on missing items.
• Enter, update, and maintain accurate customer information in company systems.
• Follow established underwriting guidelines, approval procedures, and company policies.
• Respond to customer inquiries regarding applications, accounts, payments, and other service needs through approved communication channels.
• Address routine customer concerns and refer complex matters to the appropriate department or management personnel.
• Document customer interactions and maintain accurate records and electronic files.
• Provide temporary operational support to branches experiencing staffing shortages, employee absences, or increased workloads.
• Support branches with customer calls, account maintenance, applications, and administrative tasks.
• Communicate with branch personnel and Support Center leadership to coordinate priorities and address operational needs.
• Maintain the confidentiality and security of customer information and comply with applicable laws, regulations, and internal controls.
• Meet established service, productivity, quality, and accuracy expectations.
• Perform all other duties as assigned.

Required Skills/Abilities:

• Strong customer service, verbal communication, and problem-solving skills.
• Excellent attention to detail, accuracy, organization, and time management.
• Ability to manage multiple priorities and adapt to changing branch and customer needs.
• Proficiency with computer applications and ability to learn company-specific systems.
• Ability to work independently and collaboratively with customers, branches, and Support Center personnel.
• Ability to handle confidential customer and financial information responsibly.

Education and Experience:

• High school diploma or equivalent required.
• Previous experience in consumer lending, customer service, banking, or administrative operations preferred.
• Bilingual proficiency in English and Spanish preferred.
  

Physical Requirements:

• Stand, walk, and/or sit for eight (8) hours a day.
• Communicate effectively, verbally and in writing, in person, via telephone, or electronically.
• Lift and maneuver up to 20 lbs.

The above description outlines the most significant job functions performed, but may include other similar functions or assignments not explicitly mentioned.