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| Retail Loan Division Senior Associate |
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A Comfortable Working Environment
Frankly, when I was assigned to Shinsei Servicer as a temporary employee, I had no idea what a servicing company was. I enjoyed the customer service work I did when I had previously worked at banks, but when I first heard the contents of the work here, I felt a little uneasy with my lack of experience. On the other hand, I thought it was definitely a good thing that I would be putting myself in a new environment. I decided to join the company after my superiors encouraged me by saying not to worry, that they would teach me.
When I changed jobs, I was uneasy about not only the content of the work but also whether the atmosphere here would fit my personality. But after working here for a bit, I found my superior was true to his word and taught me everything I didn't initially understand, and that if some problem occurred, the whole division would meet to discuss it. So, everyone was mutually supportive, creating a supportive home-like work environment. The many types of complex debt structures made my head spin at first, but I really liked the comfortable working environment of this company and so I became a full-time employee.
A Company That Allows You to Take Charge
We handle many different products in the Retail Loan Division, such as housing loans and various loans secured by real estate. Because the types of debt differ, the majority of our work is in primary servicing (performing debt) concerning individuals. So, a lot of our time is spent on the telephone, with the gaps in between used for performing other duties. On the telephone, we normally inquire about repayment amounts, take requests for the issuing of various certificates and consult on advance repayments. Among the customers we deal with, there are some that ask us to handle impossible requests. There are fundamental rules when dealing with customers, so when dealing with requests from such customers my motto is to always take care to use certain expressions and to properly convey what needs to be said. I find great pleasure when the customer understands the matter at hand.
Currently, we work in a team format in the Retail Loan Division. I am responsible for full advance payments and institutional conversion procedures. However, since all staff respond to telephone inquiries from customers, I advise on a variety of matters and take various requests, not only those concerning advance payments. Everyone takes calls and accepts responsibility for handling inquiries, regardless of the team he or she belongs to, and when the matter requires expert knowledge or is too difficult for the individual to handle effectively, that call is passed on to the appropriate team or to a superior. Due to changes in laws or regulations, information that needs to be conveyed to customers can also change, so as a team we always discuss the best ways to handle such matters with our superior.
I am the type of person that can't let things lie when I don't know something or understand something related to my work. There is a certain positive cycle in the sense that building up knowledge in my current workplace through tireless study is linked to a better performance evaluation, and is also connected to my next job. Among the companies I have previously worked for, there were those where work that involved increasing knowledge and taking on new challenges was limited according to the type of position, and I performed certain jobs in which there was a certain point when I was realistic and said, "I can be satisfied with this level of knowledge," or "My work will only go this far." However, at this company, I find myself saying, "I want to try that!" and the company encourages me to take on such challenges. It is a company that extends your work-related knowledge, and if you can show results through your effort, it is a company that will properly reward such effort. This pleasure is something that gives me motivation to do a good job. I intend to keep building my knowledge and growing, and I want to contribute to making this a working environment where new recruits can soon adapt and perform well.