The Bilingual Customer Service Representative is responsible for completing customer service and administrative duties that pertain to consumer financing.

FTL Finance is a nationwide consumer financing company on a mission to help HVAC and home improvement contractors grow their businesses. We believe financing should be easy and accessible for everyone, and we’re constantly innovating to make that vision a reality.

Our team lives outside of the box and fosters a trusting, supportive culture where everyone feels valued as people first. We purposefully approach relationships with our customers, partners, and each other with a spirit of cooperation, sincerity, and fun.

Would you like to be part of our success?

Responsibilities: To perform this job successfully, an individual must be Spanish-speaking and able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Answer incoming calls and respond to consumer needs providing solutions in an efficient, accurate and friendly manner
• Support the funding department with file preparation and verification
• Process consumer payments
• Consistently and accurately document consumer calls immediately following the call
• Support the Collections Department with outbound payment reminder calls
• Effectively complete the application process, UCC process and customer correspondence; accept additional administrative duties
• Support the contractor account teams as needed

Competency:

To perform this job successfully, an individual should demonstrate the following competencies:

• Achievement Focus: Demonstrates persistence and overcomes obstacles. Measures self against standard of excellence. Recognizes and acts on opportunities. Sets and achieves challenging goals. Takes calculated risks to accomplish goals.
• Communication: Exhibits good listening and comprehension; Expresses ideas and thoughts both verbally and written; Expresses ideas and thoughts verbally; Keeps others adequately informed; Selects and uses appropriate communication methods
• Cooperation: Displays positive outlook and pleasant manner; Establishes and maintains effective relations; Exhibits tact and consideration; Offers assistance and support to co-workers; Works actively to resolve conflicts; Works cooperatively in group situations
• Customer Service: Displays courtesy and sensitivity ; Manages difficult or emotional customer situations ; Meets commitments ; Responds promptly to customer needs ; Solicits customer feedback to improve service
• Dependability: Commits to doing the best job possible; Follows instructions, responds to management direction; Keeps commitments; Meets attendance and punctuality guidelines; Responds to requests for service and assistance; Takes responsibility for own actions
• Quantity: Achieves established goals. Completes work in timely manner. Meets productivity standards. Strives to increase production. Works quickly.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 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.

Education/Experience: Associate's degree or equivalent from two-year college or technical school; or two to three years related experience and/or training; or equivalent combination of education and experience. Previous experience in customer service or an administrative role required.

At FTL Finance, we value diversity and the uniqueness of all people. We thrive in an inclusive environment, and we recruit, hire and promote without regard to race, gender, age, color, gender identity, gender expression, sexual orientation, ethnic or national origin, citizenship, religion, sexual preference, military or veteran status, marital status, family status, physical or mental disability - or any other legally protected categories as set forth in the applicable state, federal or local laws. This policy applies to all aspects of employment including training, compensation, benefits, and all other privileges of employment.