Call Center Representative - Titles- (Bilingual)

Stellantis Financial Services (SFS) is the captive finance company for a leading global automaker and mobility provider with iconic brands including Abarth, Alfa Romeo, Chrysler, Citroën, Dodge, DS Automobiles, Fiat, Jeep®, Lancia, Maserati, Opel, Peugeot, Ram, Vauxhall, Free2move, and Leasys. Our growth provides opportunities to advance your career as we expand our products and services. Join our team and contribute to enhancing our customers' experience.

About the role

The Bilingual Titles Call Center Representative handles a high volume of incoming calls, delivering prompt and professional customer service, addressing inquiries, updating customer accounts, and ensuring a positive customer experience.

Responsibilities

• Deliver quality customer service by handling inquiries related to address changes, processing phone payments, and managing payment deferments (extensions).
• Resolve customer complaints by identifying the cause, determining and explaining the best solution, implementing corrections or adjustments, and following up to confirm resolution.
• Maintain customer accounts and record detailed notes on inquiries, complaints, and feedback in all SFS systems.
• Collaborate with cross-functional teams, following established procedures to research and resolve customer inquiries efficiently.
• Contribute to department goals by accomplishing individual assigned performance goals, including daily, weekly, and monthly production calls, availability, talk-time, and conversion rates.
• Handle high-priority and general customer, dealer, and third-party calls professionally, following direction from a Team Lead, Supervisor, or Manager as needed.
• Maintain confidentiality due to regular access to specified personal information of consumers, including Social Security numbers and dates of birth.
• Perform other duties as assigned; responsibilities and activities may change.

Requirements

• Minimum 1 year of experience in Customer Service or Call Center environment.
• Experience using Microsoft Office (MS) Suite applications.
• Excellent verbal and written communication, and interpersonal skills.
• Ability to maintain a high level of integrity, confidentiality, and professionalism.
• Must be able to respond to written correspondence and demonstrate thorough reading and understanding of instructions, memos, and tasks.
• Skilled in delivering timely, customer-focused solutions.
• Proficient in managing challenging customer conversations to resolve customer needs.
• Ability to multitask, prioritize, and manage time efficiently.
• High School Diploma or GED.
• Bilingual proficiency in Spanish (ability to read, write, and translate).
• Must have reliable transportation and live within a commutable distance to Houston, Texas.

Physical Demands

• Regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.
• Occasionally required to stand, walk, stoop, kneel, crouch, or crawl.
• Must occasionally lift and/or move up to 10 pounds.
• Specific vision abilities required include close vision.

Work Environment

• The noise level in the work environment is usually moderate.

Schedule

• Ability to work various shifts between 8 AM–6 PM, Monday through Friday, and on weekends as needed.
• Overtime required on an as-needed basis.
• Travel required up to 10% of the time.

Pay

The base pay range is $19.00 to $21.00 per hour, plus a $1.00 per hour bilingual differential for candidates who meet the bilingual language requirements.