Education Loan Finance
  • - Knoxville, TN
  • Knoxville, TN, USA
  • Hourly
  • Full Time

TITLE: ELFI Customer Service Representative
DEPARTMENT: Private Student Loan Center
HOURS: Schedule Varies

The Customer Service Representative plays an essential role in building the relationship with our applicant and borrower base. In this role, you will act to resolve customer dissatisfaction; make outbound contact to customers who contact ELFI; provide Operations support to the Personal Loan Advisors team; and act as a swift response unit for special projects as assigned.

Respond to applicant's inbound inquires via phone, text, and email regarding ELFI products.

  • Provide world-class customer service focusing on initial call resolution.
  • Document every correspondence with applicants and borrowers clearly and concisely.
  • Perform outbound outreach to applicants and work with the Personal Loan Advisors team to successfully move applications through the sales process to funding.
  • Request and secure required documentation according to documented company procedures.
  • Participate in outbound Marketing Campaigns
  • Perform audits to ensure data provided by applicants at submission is accurate and the request meets ELFI specifications pursuant to SOPs
  • Manage correspondence via the ELFI answers email box.
  • Deliver timely, accurate, and actionable information to ELFI Teams as appropriate.
  • Improve upon and refine sales and customer service knowledge and techniques through ongoing training.
  • Ability to overcome objections, deescalate inquires and be genuinely empathetic in conversation with applicants.
  • Take ownership of resolving applicant inquires and attempt to foresee causes of additional inquiries.
  • Share insights with management regarding the root causes of applicant inquiries, concerns, and complaints, advocating on our applicants' behalf to improve our products, operations, and policies.


  • Professional demeanor, strong work ethic
  • Previous experience in financial services/sales and/or experience in a contact center
  • Strong verbal and written communication skills
  • Ability to build positive working relationships with ELFI applicants and team
  • Advanced computer skills with solid proficiency in Microsoft Office Suite, Salesforce, and Web.
  • Ability to exhibit grace under pressure, while successfully navigating complex work assignments/situations efficiently and effectively
  • Ability to meet critical deadlines in dynamic, rapidly changing environment
  • Self-motivated, resourceful, productive on teams as well as independent work
  • Able to move between projects / duties quickly and efficiently with excellent organizational and time management skills
  • Ability to work evenings, nights and weekend days and overtime
  • Experience handling high volume transactions
  • Track record of successful high impact decision making


  • Sitting for long periods of time; standing and walking periodically.
  • Possibly lift 10-20lbs periodically.


  • Associate and/or Bachelor's degree, preferred.
  • High school diploma or equivalent, required.
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