Customer Relations Rep

About the role

In this role, you will be handling direct/indirect disputes. You will investigate and resolve disputes/complaints, ensuring they are handled accurately and promptly, in compliance with regulations and company policies. You may also assist with special projects to include credit reporting and pre/post audits of Metro 2 files.

Responsibilities

• Handle incoming customer service calls and written inquires related to credit reporting issues from customers and consumers.
• Determine the best course of action for addressing customer complaints, including deciding when an issue needs to be escalated to higher management.
• Track customer complaints and concerns from start to finish, ensuring resolution in line with credit reporting agency guidelines and company policies.
• Follow up on delegated customer service issues to ensure timely closure and resolution.
• Utilize web-based tools like E-Oscar and E-Port to access credit disputes, working with branches to determine if updates to a consumer’s credit information are necessary.
• Communication the final resolution of complaints and concerns to customers and management, both verbally and in writing.
• Provide cross-training to team members to ensure adequate coverage and team preparedness.

Qualifications

• Possess a High School Diploma or equivalent
• Are proficient in Microsoft Office applications, with strong skills in Excel, Word, and PowerPoint
• Have the ability to learn finance company office procedures, credit reporting regulations, FCRA (Fair Credit Reporting Act), and credit reports
• Demonstrate excellent verbal and written communication skills
• Bring prior customer service experience, especially in managing complaints and disputes
• Must be able to work Monday through Friday 10:00 AM - 7:00 PM

Skills

• Bilingual skills in Spanish, both written and verbal
• Have a solid understanding of finance company office procedures, credit reporting regulations, FCRA (Fair Credit Reporting Act), and credit reports
• Familiarity with ACDV (Automated Credit Dispute Verification) and AUD (Automated Universal Data) forms.

Benefits

• Top-Notch Training: We’re committed to your success, offering training that equips you with everything you need to excel