Service Finance Customer Service Representative

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Regular or Temporary:

Regular

Language Fluency: English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

Provide the Perfect Client Experience by telephone, electronic, and written communication to internal and external clients accurately accounts adhering to bank policies and procedures. Typically handle non collection related inquiries in a timely manner.

work schedule will be determined after completion of training. Schedules will have non-traditional hours

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

1. Provide a high level of customer service to clients and teammates
2. Execute on the established call scripts documented in training, policies, procedures and guidelines.
3. Achieve performance expectations for calls and administrative duties on a daily basis, e.g., a minimum calls per day, not ready ratio, call handle time, ring on no answer rate.
4. Achieve acceptable call monitoring scores in each call category.
5. Identify and determine eligibility for Service member Civil Relief Act (SCRA) in compliance with all regulatory guidelines, routing to the appropriate queue for tracking, reporting and application of benefits.
6. Assess client needs to efficiently and accurately resolve questions or concerns.
7. Utilize available negotiation tools to create a win-win solution on delinquent accounts.
8. Accurately process payments, transactions, and account adjustment forms.
9. Disclose all relevant account information to clients accurately, professionally, and in a positive manner.
10. Identify and address maintenance of title and insurance issues with the client and appropriate department when applicable.
11. Document all communication efforts in the system of record for each assigned account in accordance with established policies, procedures, and guidelines, which may include relevant system codes.
12. Communicate regularly with the Customer Support Supervisor and Customer Support Team Leader pertaining to any potential losses and accounts that require special handling.
13. Complete all required Computer Based Training (CBT) courses accurately and timely.
14. Perform other duties as assigned

QUALIFICATIONS
Required Qualifications:
The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. High school diploma or equivalent education
2. Excellent verbal and written communication skills
3. Strong decision making and problem solving ability
4. Ability to work with confidential information in a professional manner
5. Demonstrated proficiency in Microsoft applications; Outlook, Word, Excel and Powerpoint
6. Ability to work flexible schedule, including overtime as needed

Preferred Qualifications:
1. Previous customer service or call center experience2.

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