Customer Service Rep - New York, NY

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Division: Eastern Funding

Department: EF - Operations

Reports to: Customer Svc & Collections Mgr

Status: Non-Exempt

Grade: 6

Salary Range: $20.00 - $28.90

Salary range updated 2/26/2026. Actual compensation within the pay range will be determined based on factors including, but not limited to, skills, prior relevant experience, and specific work location.

Location: New York City, NY

Principal Objective

This position ensures that information to Eastern Funding and SVEG customers is provided securely, accurately and timely in response to inquiries on their accounts. Receive documents and resolve requests and complaints with the expectation of adequately servicing customers above and beyond the call of duty. Must understand all facets of the business, have empathy for the customer's situation, and demonstrate the ability to communicate clearly.

Principal Duties and Responsibilities

• Exemplify the company's mission, values and goals to the customer through every interaction on a daily basis.
• Confer with customers by telephone, email or in person to resolve customer issues and provide information about products and services.
• Keep written records of customer interactions, including details of inquiries, complaints, and comments, as well as follow up actions taken.
• Research and resolve customer grievances and when necessary obtain assistance from designated departments to ensure that appropriate changes are made to resolve customers' problems.
• Respond timely to customer inquiries and/or notify them of investigation results and any planned corrective action.
• Answer all customer billing related inquires and resolve billing complaints by working with loan servicing, collections and finance to update data systems as necessary.
• Process service requests for interest statements, ucc terminations and loan document copies.
• Prepare and send Welcome Packages to customers that include welcome letter and copies of executed documents for newly funded loans.
• Process all payoff requests, prepare payoff letters and respond to any payoff related inquires within 24 hours.
• Answer all inquires regarding monthly payment and Automatic debit (ACH).
• Process all non material modifications (example-name changes, address changes, move payment date).
• Report detailed activity on monthly basis to EF management (cases resolved, summary of requests handled etc.).
• Meet and greet clients and visitors.
• Perform general clerical duties to include but not limited to: photocopying, faxing, mailing, and filing.
• Order office supplies and help out with the orders (food, supplies).
• Prepare closeout letters.
• Keep track of Shredder and Citi-storage accounts.

Job Specifications (Skills, Knowledge and Abilities Required)

• Bachelor's degree preferred
• 1 - 2 years of experience.
• Strong verbal communications.
• Ability to multitask and problem solve.
• Ability to work independent and understand the need for timely response and proactive measures.
• Ability to work cooperatively with team and other department colleagues.
• Working knowledge of computer software word excel and TValue.
• Bi-lingual preferred.

Behavioral Skills

• Consistently demonstrate behaviors associated with Beacon Bank's Core Four values: adaptability, accountability, leadership, and teamwork.

Beacon Bank is an Equal Opportunity Employer - all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin. If you would like to contact us regarding the accessibility of our website, need assistance completing the application process, or would like to request alternative methods of applying, please contact us at hr@berkshirebank.com.

New York City, NY - EF