Customer Care Representative

About the role

Stellantis Financial Services (SFS) is the captive finance company for one of the world's leading automakers and a 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. This role plays a key part in delivering exceptional service by managing a high volume of inbound calls with efficiency, professionalism, and courtesy, enhancing the customer experience.

Responsibilities

• Provide customers with loan payoff details and simple interest loan explanations.
• Troubleshoot customer complaints by determining the cause, selecting and explaining solutions, expediting corrections, and following up to ensure resolution.
• Respond to customer inquiries such as address changes, payments by phone, and payment deferments (extensions).
• Maintain customer accounts and document interactions, including inquiries, complaints, or comments, in the SFS system.
• Collaborate with other departments to address customer queries, modification plans, and due date changes to resolve current and delinquent accounts.
• Manage high-priority customers as directed by a Team Lead, Supervisor, or Manager.
• Access and handle sensitive customer information, including Social Security numbers and dates of birth.
• Contribute to department goals by meeting individual performance targets, including call volume, availability, talk-time, conversion rates, and dollars collected.
• Respond to all customer, dealer, and third-party calls with a courteous and professional manner.
• Stay up to date with SFS product knowledge.
• Perform additional tasks and projects as assigned.

Requirements

• Minimum of 6 months to 1 year of customer service experience.
• 6 months to 1 year of experience using Microsoft Office Suite applications.
• Excellent verbal and written communication and interpersonal skills.
• Ability to maintain a high level of integrity, confidentiality, and professionalism.
• Ability to respond to written correspondence and demonstrate thorough reading and understanding of instructions, memos, and tasks.
• Ability to explain simple interest loan calculations to customers.
• Strong critical thinking and problem-solving skills.
• Proficient in managing challenging customer conversations to resolve needs.
• Ability to multitask, prioritize, and manage time efficiently.
• Solid understanding and adherence to company policies, procedures, and compliance guidelines.
• High School Diploma or GED.

Qualifications (Preferred)

• Experience providing high-end quality customer service.
• Bilingual in Spanish (ability to read, write, and translate) is a plus.
• Previous call center work environment experience.
• Previous experience managing high call volumes.

Additional Requirements

• Overtime required on an as-needed basis.
• Travel 0-10% as required on an as-needed basis.
• Must have reliable transportation and live within a commutable distance to Dallas, TX.

Physical Demands

The physical demands described are representative of those required to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities.

• 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.
• Occasionally required to lift and/or move up to 10 pounds.
• Specific vision abilities required include close vision.