Job Description

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.  

ESSENTIAL JOB FUNCTIONS

• 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.

ADDITIONAL JOB 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 Bilingual in both English and Spanish. 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

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