Customer Care Representative

About the role

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 payoffs 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.
• Perform additional tasks and projects as assigned.

Qualifications

• Minimum of 6 months–1 year of customer service experience.
• Minimum 6 months–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.
• Skilled in delivering timely, customer-focused solutions.
• Strong critical thinking skills and effective problem-solving capabilities.
• Proficient in managing challenging customer conversations to resolve customer needs.
• Ability to multitask, prioritize, and manage time efficiently.
• Solid understanding and adherence to company policies, procedures, and compliance guidelines.

Education

• High School Diploma or GED

Preferred Qualifications

• Experience providing high-end quality customer service.
• Bilingual in Spanish with the ability to read, write and translate.
• 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 (Hybrid) or Atlanta, GA (Hybrid).

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. Specific vision abilities required by this job include close vision.

Work Environment

The noise level in the work environment is usually moderate.

Work Schedule

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