General Purpose of the Position

The Customer Service Representative (CSR) position is an in-office role responsible for providing friendly and helpful service to all customers that call into the Call Center. CSR’s are assigned a queue of early-stage delinquent auto finance accounts ranging from 4-30 days past due for payment reminders and resolution of accounts. CSR’s will utilize appropriate techniques, strategies, and collection efforts to identify a quick and acceptable solution.

Essential Job Functions

• Answer and handle calls regarding accounts and other related questions utilizing appropriate compliance and security measures to identify customers and protect against fraud
• Actively listen and ask questions to determine customer needs to ensure proper routing of call and/or presentation of a solution to their inquiry
• Collect on assigned delinquent accounts in a timely and effective manner, within established guidelines
• Front Desk operations as needed (e.g., payment posting, deliveries, postage, etc.)
• Document all communications and transactions of material matters with customers
• Protect the confidentiality of all aspects of the company’s operations, portfolio, customer information, and computer technology
• Working knowledge of state and federal laws applicable to collections, including FDCPA, TCPA and Rees-Levering among others
• Actively participate in team meetings to improve workflows, collection processes, and department efficiencies
• Participation in New Hire training including but not limited to shadow calling, system set-up, role-play

Additional Job Functions

• Work effectively in a high-pressure, high-volume environment
• Display professionalism and empathy
• Handle customer questions with a goal of resolving all issues within first contact/call
• Demonstrate strong verbal and written communication skills
• Refer available services to meet customer’s needs
• Excellent computer skills including proficiency with Microsoft Suite products
• Contribute to department projects as assigned
• Other related duties as business needs arise

Qualifications and Education Requirements

• Ability to speak, read and write in both English and Spanish.
• One or more years in a Call Center environment preferred with related work experience in customer service, banking/finance, or collections.
• Knowledge of collections processes and tactics. Interpersonal skills with the ability to work in a team and interact with all levels of personnel.
• Reliable with excellent time management ability, must meet deadlines and quotas.
• High school diploma or equivalent required.
• Excellent understanding of reporting and report databases. Proficient in Microsoft Office applications.
• Excellent verbal and written communication skills. Strong problem solving and decision-making skills.

PM19