Customer Service Representative
The Customer Service Representative (CSR) position is responsible for providing friendly and helpful service to all customers that call into the Call Center. CSR’s are also assigned a queue of early-stage delinquent auto finance accounts for payment reminders and resolution of accounts under 30 days past due. CSR’s will utilize appropriate techniques, strategies, and collection efforts to identify a quick and acceptable solution.
Customer Service responsibilities:
- Answer and handle calls regarding accounts and other related questions utilizing appropriate compliance and security measures to identify customers and protect against fraud
- Actively listen and ask questions to determine customer needs to ensure proper routing of call and/or presentation of a solution to their inquiry.
- Collect on assigned delinquent accounts in a timely and effective manner, within established guidelines
- Document all communications and transactions of material manner with customers
- Protect the confidentiality of all aspects of the company’s operations, portfolio, customer information, and computer technology
- Working knowledge of state and federal laws applicable to collections, including FDCPA, TCPA and Rees-Levering among others
- Actively participate in team meetings to improve workflows, collection processes, and department efficiencies.
customer service functions:
- Work effectively in a high-pressure, high volume environment
- Display professionalism and empathy
- Handle customer questions with a goal of resolving all issues within first contact/call
- Demonstrate strong verbal and written communication skills
- Refer available services to meet customer’s needs
- Excellent computer skills including proficiency in Microsoft Suite
- Contribute to department projects as assigned
- Other related duties as business needs arise
Qualifications and Education Requirements
One or more years in a Call Center environment preferred. Previous work experience work experience in customer service, sales, or collections. Knowledge of collections processes and tactics. Interpersonal skills with the ability to work in a team and interact with all levels of personnel. Reliable with excellent time management ability, must meet deadlines and quotas. High school diploma or equivalent required.
Preferred Skills:
Excellent understanding of reporting and report databases. Proficient in Microsoft Office applications. Excellent verbal and written communication skills. Strong problem solving and decision-making skills.
PM19