Bilingual Client Services Representative

Job Summary

The Client Services Representative I (CS Rep) will serve as the face of the company to school clients to ensure client satisfaction. This position will provide professional and efficient resolution of client inquiries. The duties and responsibilities of a CS Rep include managing incoming calls, emails and general customer service requests and solving issues.

Job Functions

• Resolve product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
• May require additional research with other departments.
• Must be able to comprehend and retain detailed, and sometimes complex, exception processes and policies as applicable to specific clients.
• Accurately manage loan accounts and process adjustments within loan processing system including tracking activity, as directed, in proper systems and reports.
• Recommend potential products or services to management by collecting customer information and analyzing customer needs.
• Complete specific client projects as directed by management (Client Services Supervisor, Account Managers and Management team).
• Must be computer efficient, including the ability to multitask and follow up on unanswered requests to ensure timely resolution.
• Generate, analyze and distribute reports to assigned school clients and customers as necessary as well working within loan management system and Microsoft applications (excel, word, outlook).
• Maintain current and accurate tracking documentation for all assignments under this job description.
• Perform basic to intermediate math functions and understand loan amortization basics and interest accrual to answer client inquiries accurately.

Qualifications

• Education: Associates or Bachelor's Degree or equivalent years of work experience
• Basic Qualifications: Minimum of (1) year of customer service experience or other customer facing job function. Must have excellent and customer friendly communication skills, both written and oral, and be able to communicate in a professional and courteous manner at all times. A team player with a client first attitude who enjoys helping others. Proficient with Microsoft windows and Internet applications, including beginner to intermediate skills with Word, PowerPoint and Excel. Excel skills to include the ability to perform tasks such as: basic sorting, using formulas (Vlookup) and mail merge. Basic to intermediate math and reconciling skills. Ability to detect errors, find solutions and work with various departments/clients to resolve issues. Ability to work effectively, independently and within a team environment
• Desired Qualifications: 3+ years of Client Services/Customer Success experience. Student loan, financial aid and/or financial services industry experience. General working knowledge of student financial aid processing at post-secondary schools, understand general accounting and loan amortization principles.