Customer Service

Credit Analyst

Essential Job Functions:
_ Answers incoming email questions
_ Receives and analyzes incoming Creditool requests from the network
_ Runs Credit Xpert services, most often Simulator, to develop and deliver credit improvement
action plans to consumers
_ Conducts follow up emails and phone calls to monitor plan progressions
_ Provides ongoing status communications to originators and assistants
_ Submits rescore requests
_ Requests new credit reports once rescores are completed
_ Communicates plan completions
_ Transitions customers back to the referring originators after credit improvement has been
successfully achieved
_ Manages all active files in assigned pipeline with the Creditool technology system
Non-essential Job Functions:
_ Participates in proactive team efforts to achieve departmental and company goals

_ Adopts Fairway values in personal work behaviors, decision making, contributions and
interpersonal interactions
_ Contributes to a positive work environment by demonstrating cultural expectations and
influencing others to reward performance and value "can do" people, accountability, diversity
and inclusion, flexibility, continuous improvement, collaboration, creativity and fun
_ Performs other duties as assigned
Required Knowledge and Skills:
_ Basic knowledge and understanding of credit policies and regulations
_ Basic knowledge and understanding of current business acumen
_ Basic knowledge and understanding of customer service and interpersonal best practices
Required Education and Experience:
_ AssociateÕs Degree in business or related field or equivalent work experience
_ 2+ years of credit and/or equivalent mortgage-related experience preferred
_ Demonstrated experience in analytical, critical thinking, and research techniques
_ Demonstrated experience supporting customers in Spanish preferred
_ Demonstrated experience with attention to detail, written and oral communication, multi-
tasking, and working in a team atmosphere adhering to strict deadlines
_ Demonstrated experience with MS Office software products
_ Demonstrated experience learning and applying procedures quickly



The Credit Analyst position maintains an active pipeline of files referred from the branch
network for Creditool credit improvement services.



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