Administrative Assistant - Customer Service

American Financing is a national mortgage lender that values innovation and efficiency. They are seeking a proactive and detail-oriented Administrative Assistant to support their Customer Service Department, managing communications, coordinating schedules, and handling client interactions.

Responsibilities

• Diligently follow up with Mortgage Consultants (MCs) to ensure they are on time for their scheduled appointments
• Connect with clients to confirm upcoming appointments, handle rescheduling when necessary, and send out formal email confirmations to both the clients and the designated Mortgage Consultants
• Actively monitor consultant availability and efficiently distribute incoming leads to available Mortgage Consultants in real time
• Manage daily departmental email correspondence, ensuring timely responses, and tracking important updates or changes
• Accurately update and maintain notes, metrics, and logs within Excel and Google spreadsheets
• Process name change requests for the Customer Service team efficiently; update relevant files within the Loan Origination Software (LOS) and verify the authenticity of each request
• Manage FHA case transfers and appraisal emails; submit formal requests using provided data, distribute invoices/payment links, and transfer case numbers via FHA Connection
• Oversee daily Source and Endorser emails to update files accurately within the Byte platform. Pull Vonage call reports for files missing from the LOS and loop in the appropriate team members for resolution
• Process email requests to delete duplicate files and update file statuses; purge unnecessary data from internal systems and provide confirmation of completion
• Strategically assign client appointments to licensed consultants at least two hours prior to the scheduled meeting time
• Serve as the primary backup for the front desk receptionist, greeting visitors and managing the main phone line with professionalism
• Ability to work a standard shift of either 8:00 AM – 5:00 PM or 9:00 AM – 6:00 PM. A hybrid remote/on-site schedule is available upon successful completion of the initial training period

Skills

• High school diploma or equivalent required
• Proven track record in an administrative, coordination, or office support role
• Exceptional written and verbal communication skills; a professional and welcoming phone demeanor
• Strong organizational skills with a demonstrated ability to multitask and meet tight deadlines
• A quick learner with a strong aptitude for mastering new software and internal systems
• Familiarity with CRM systems, Loan Origination Software (LOS), and standard database practices
• Highly adaptable to changing priorities, high-volume workflows, and evolving business needs
• Ability to navigate and work across multiple computer platforms simultaneously (e.g., Byte, Google Workspace, Vonage, etc.)
• High level of proficiency with Microsoft Excel and Google Sheets for data tracking and reporting
• A positive, 'can-do' attitude with the willingness and capacity to take on additional projects and cover front desk duties as needed
• Previous experience working in a high-volume call center environment is highly preferred
• Bilingual in English and Spanish is a strong plus

Benefits

• Medical, Dental, Vision, 401k
• Paid time off and sick days
• Paid holidays
• Long-term paid disability
• Paid maternity and bonding leave
• Full desk equipment provided
• A hybrid remote/on-site schedule is available upon successful completion of the initial training period

Company Overview