Bilingual Customer Service Representative

About the Role

In the last few years, our goal has been expansion, creating growth opportunities for many of our team members. We take pride in providing solutions and offering a helping hand, not only to our customers but also to the communities we serve. As we continue to expand and grow into a national leader in consumer financing, we invite you to consider joining our team. If you're passionate about making a meaningful impact in people's lives and bringing a personal touch to finance, we'd love to have you on board!

The Customer Service Representative works with external customers and Regional employees to ensure prompt resolution in respect to customer inquiries. This role will interact daily with our external customers and branch personnel, responding to their questions, resolving basic technical inquiries, fielding complaints, and guiding customers through resolution. The role will utilize multiple servicing applications when assisting branches and customers. These duties also require the ability to be accurate, perform repetitious work, work quickly, and meet important deadlines. The candidate should work effectively in cross-functional teams.

Responsibilities

• Provide exceptional support for external customers and Regional employees – with a primary focus on external customers
• Build and establish a positive, trusting relationship with clients to ensure continued client patronage and satisfaction
• Maintain an up-to-date knowledge of company products and services to effectively respond to client inquiries
• Serve as a point of contact for customer-facing inquiries and complaints by working with various Subject Matter Experts
• Handle inbound interactions from both existing customers and prospective clients via phone calls, emails, and other forms of digital communication
• Explain additional services and products to customers as needed
• Demonstrate a thorough understanding of basic system functionalities
• Assist customers by resolving disputes and/or complaints
• Forward customer questions or concerns to the appropriate Regional department or branch when necessary
• Complete timely follow-ups with customers and/or Regional employees as needed
• Address customer escalations and complaints by engaging the appropriate subject matter experts for quick resolution
• Engage executive leadership when necessary
• Maintain records of customer interactions and transactions, recording details of inquiries and complaints
• Execute projects as directed by management
• Perform additional duties as assigned, not limited to those outlined herein

Requirements

• High School Diploma or equivalent
• Must pass drug screening, criminal and credit background checks
• Proficient in Microsoft Office
• Prior customer service experience
• Outgoing, enthusiastic with excellent communication skills (oral and written)
• Enjoys working in a fast-paced and changing environment
• Highly organized
• Ability to multi-task
• Ability to manage deadlines
• Data entry proficiency
• Bi-lingual in Spanish and English

Preferred Qualifications

• Experience in an inbound contact center environment
• Consumer Finance or Banking experience