Customer Care Representative

About the role

The Customer Care Representative plays a key role in delivering exceptional service by managing a high volume of inbound calls with efficiency, professionalism, and courtesy. This position is responsible for addressing customer inquiries, updating account information accurately, and fostering a positive and engaging customer experience through every interaction.

Responsibilities

• Provide customers with loan payoff details and simple interest loan explanations.
• Troubleshoot customer complaints by determining cause of issue, selecting and explaining the best solution, expediting correction or adjustment and following up to ensure resolution.
• Provide quality service by responding to customer inquiries such as address changes, payments by phone, and payment deferments (extensions).
• Maintain customer accounts and document customer interactions with details of inquiries, complaints, or comments in SFS system.
• Collaborate with other departments by following established procedures to address customer queries, modification plans and due date changes to resolve current and delinquent accounts.
• Manage high priority customers at the direction of a Team Lead, Supervisor or Manager as requested.
• Access sensitive customer information, including, but not limited to, Social Security numbers, dates of birth, etc.
• Contribute to department goals by accomplishing individual assigned performance goals inclusive of daily, weekly and monthly production calls, availability, talk-time, conversion rates and dollars collected.
• Respond to all other customers, dealer and third-party phone calls received with a courteous and highly professional manner.
• Stay up to date with SFS product knowledge.

Qualifications and Competencies

• Minimum of 6 months- 1 year of customer service experience.
• Minimum of 6 months- 1-year minimum experience using Microsoft Office (MS) Suite applications.
• Excellent verbal and written communication, and interpersonal skills.
• Must be able 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.
• Ability to explain simple interest loan calculations to customers.
• Skilled in delivering timely, customer-focused solutions.
• Exhibit strong critical thinking skills and effective problem-solving capabilities.
• Ability to multitask, prioritize, and manage time efficiently.
• Solid understanding and adherence to company policies, procedures, and compliance guidelines is essential.

Education

• High School Diploma / GED

Additional Requirements

• Overtime required – 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 one of the following cities: Atlanta, GA; Dallas, TX

Qualifications

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

Physical Demands

• While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds.

Work Environment

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Schedule

• This position requires the ability to work various shifts to accommodate business needs. Typically, between the hours of 8AM-6PM Monday through Friday and on weekends as needed.
• Travel is required 10% of the time.

Benefits

Stellantis Financial Services, Inc (SFS) is an equal opportunity employer and is committed to providing its employees an environment that is free of harassment, discrimination, and intimidation. It is the policy of SFS to comply with all applicable employment laws and regulations and to provide equal opportunity for all qualified persons and to not discriminate against any employee or applicant for employment because of race, color, religion, sex, age, national origin, disability, pregnancy, sexual orientation, veteran status, gender identity or expression, change of sex, and/or transgender status or any protected status. Candidates must possess authorization to work in the United States.