Representative I, Customer Support (RL)

Position Summary

Our Customer Support Representative is the welcoming face of the Recreation Lending Team; responsible for processing in-bound customer calls. In this role, the Inbound Representative will provide support to our Recreation Lending Department customers, addressing concerns and questions related to payments, payoffs and other related inquiries for accounts that are 16 days or less, past due. The customer interaction will be via phone, email and so forth. The Inbound Representative is responsible for answering and following up with the Customer Support email inbox and in supporting the Recreation Lending Department with a variety of other tasks.

Essential Functions

• Assist customers via the phone, in receiving ACH information in order to post payments to the customers' account, setting customer up with Auto ACH payments, and other online support for accounts that are under 16 days past due.
• Provides consumers and dealers with information related to payoff quotes, in accordance with the Bank’s policies and procedures.
• Receive and sorts through daily mail and distributes to the appropriate teams to be worked.
• Sorts through the returned mail and determine how it is to be addressed; i.e., do things require updating, calls to be made to customers/vendors, etc...
• Scan documents and send/email to appropriate team members (including other business units).
• Upon request, print out forms and deliver to appropriate people (i.e. Auto ACH Forms, Deferral forms, Values, etc.).
• Receives and handles of Recreation Lending inbound calls from customers, recreation collateral dealers, financial institutions, etc...
• Supports level II and Sr. Inbound Representatives and other individuals as assigned by leadership.
• Can be relied upon under most circumstances when Team Leader is not available, to assist in completing any process.
• Fulfills other tasks and functions as assigned by leadership.
• Maintains positive relationships across the department and with other teams.

Summary Of Qualifications

• Professional demeanor and highly organized.
• Experience and demonstrated skill with Microsoft Office Suite (Word, Excel, etc…), e-mail, and database software.
• Is trainable on work related software to meet specific job requirements.
• Able to be flexible, adaptable and with a willingness to work in an ever changing environment.
• Working knowledge of Customer Support in a sub-prime financial environment is preferred, but not required.
• Knowledge of federal and state collection, banking, lending and bankruptcy laws and regulations for the non-prime credit segment is preferred.
• Able to solve practical problems and deal with a variety of concrete variables.
• Communicates effectively both orally and in writing, including negotiation skills; presents ideas in a clear, concise, understandable, and organized manner.
• Effective planning, organization, time management, and problem solving skills.
• High level of accountability for work with limited supervision.
• High degree of accuracy and trust are required.
• Completes all Essential Functions with a professional demeanor.
• Willingness and ability to engage in continuing education in support of the business.
• Consistent demonstration of the company’s C.R.I.T.I.C.A.L. values.

Work Environment/Physical Demands

This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary. Good working conditions. Some noise from office equipment or other employees. Some stress is experienced due to deadline pressures or interruption to work requiring a high degree of accuracy.

Security Responsibilities

This classification requires heightened security awareness to safeguard the Bank's data, including customer non-public personal information. This security level means that the job includes exposure to all categories of Bank data, including customer non-public personal information.