Portfolio Support Agent at LDF Holdings LLC – Lac du Flambeau, Wisconsin

Summary/Objective: LDF Holdings is a portfolio management company working in the online lending industry. Each of our portfolios provides short-term installment loans to underserved consumers nationwide. As a department of LDF Holdings, the Call Center provides support and full management services to our clients. This contact support role is fast- paced, high volume, and essential to the overall service we provide to our portfolios. The primary responsibility is providing support services to our portfolios by placing or receiving customer calls.

Requirements of the Job Include: Specific duties include, but are not limited, to the following:
•Receive inbound and/or place outbound calls to current, past, and potential loan customers.
•Review and verify confidential customer account/loan information using proper scripts.
•Enter data into a variety of programs/software applications and reports.
•Provide professional customer service to both customers and service providers in person, over the phone, and via email.
•Assist customers efficiently and accurately with various inquiries, concerns, and requests regarding accounts/loans.
•Assess customer needs, develop, and communicate efforts to recover capital assets on all accounts/loans.
•Efficiently navigate multiple computer software applications while speaking with customers on the phone and documenting details using proper procedures and shorthand.
•Attending team meetings and ongoing training sessions as deemed necessary by management.
•Meet quality assurance, compliance, and other performance metrics designed by management.

Other Duties: Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the team member for this role. Duties, responsibilities, and activities may change at any time with or without notice.

Required Skills:
•Operate effectively and calmly under pressure in a fast-paced environment.
•Use superior written and oral communication skills with customers/clients/coworkers/managers.
•Openly receive guidance and/or coaching on job duties, expectations, and processes.
•Practice effective and independent time management and organizational skills.
•Motivate and collaborate in a team environment.
•Efficiently document with accuracy and consistency.
•Respond to customer, client, and vendor complaints both professionally and calmly.

Supervisory Responsibility: This role has no direct supervisory responsibilities.

Work Environment: We operate in a relaxed, professional, and team-based office environment. Our team is comprised
of collaborative, diverse, and forward-thinking individuals. Collectively, we encourage growth, development, and success for the organization, our team, and the local community we serve.

Physical Requirements: The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. This position requires the employee to sit for long periods of time, utilize dual monitors, verbally communicate in person, and use an internal phone system, type on a keyboard, stand or bend, as necessary.

Position Type/Expected Hours of Work: This is a full-time position. Days and hours of work are primarily Monday through Friday, 8:00 AM to 4:30 PM. Occasional evening and weekend work may be required as job duties demand.

Travel: No travel is expected for this position.

Required Education and Experience:
High School Diploma, G.E.D., or equivalent
1 year of Experience Providing Customer Service

Preferred Education and Experience:
1 year of Experience in a Call Center Setting

Native American preference will be applied to hiring of this position as defined in Title 25, U.S. Code, Chapter 14, Subchapter V, subsection 273 & 274. We are an equal opportunity employer with preference given to qualified Native American applicants in accordance with federal law and tribal policy.

Required Pre-Employment Screening: LDF Business Development Corp. is committed to a drug-free workplace. To qualify for this position, applicants must agree to pre-employment drug screening and potential random testing, as required thereafter.