Job Summary:
The Bilingual Customer Service Representative position receives inbound calls from customers inquiring about billing, account balance, payment information, and general services to both English- and Spanish-speaking customers. As a member of the customer service team, you will act as a liaison for the customer and our client(s), in conformance with established policies and procedures.
Bilingual Customer Service Representatives work in an inbound client service contact center that requires sitting and taking calls for the entire shift, with structured breaks. Being there for our customers is our number one priority. In order to maintain best-in-class standards, we need our employees to adhere to schedules to ensure our clients have every opportunity to connect with a customer service professional in their moments that matter.
Responsibilities:
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Bilingual Customer Service Representative make the initial contact with a client and explains the service available
• Professionally handle incoming client requests via phone, ensuring that issues are resolved both promptly and thoroughly
• Processes customer orders, loan applications, general information, extension/deferrals, state-to-state transfers, address changes, updating banking information, transferring calls to appropriate departments, scheduling financial assistance appointments, as well as taking payments.
• Maintains customer database: updates data and makes necessary changes.
• Determines/understands customers’ needs with strong objection/response handling.
• Manages customer queries/complaints. Meeting clients in the moments that matter to fully understand their needs and fully resolve their situation the first time
• Navigating multiple computer applications while interacting with the customer.
• Listening to, understanding, and providing solutions for our client's needs
• Work with other departments as client advocates to ensure the resolution
• Provide feedback to management to continue to better the department and processes in a professional and constructive manner.
• Meets and adheres to Professional Service Standard expectations while being a team player with fellow staff members.
• Uses a pleasant, professional tone of voice at all times.
• Embraces and adapts easily to change.
• Has the ability to engage with clients – begin a conversation, anticipate questions, actively share information using plain language, build rapport and handle objections.
• Is comfortable receiving ongoing performance feedback and coaching
• Is comfortable with ongoing change and learning new technology/processes.
• Adhere to confidentiality and compliance rules and regulations.

Knowledge & Experience:

• Customer/Client Focus.
• Communication Proficiency, verbal and written.
• Teamwork Orientation.
• Technical Capacity: Has at least an intermediate level of proficiency with computers and current technology.
• Typing: minimum 35 wpm
• High School diploma or GED
• The ideal candidate will have a minimum of two years of consistent care experience, preferably in financial services
• At least six months of Call Center experience

Additional Eligibility Qualifications

• Due to our clients’ need for multi-factor authentication and to support security protocols. All candidates must have a mobile device that supports Facial Recognition or Finger recognition.
• IOS/iPhone minimum version = 11 facial recognition
• Android minimum version = 6 or higher with fingerprint recognition

Pay Rate & Schedule:

• $13.50/hour incentives
• Full-time (37.5 hours per week)
• Monday-Friday, between 6:00 am – 6:00 pm

Benefits after Conversion:

• Conversion Rate: $13.75/hour incentives
• Medical, Dental, Vision, PTO, Holiday pay, 401K

Equal Employment Opportunity (EEO), Affirmative Action, and E-Verify Statement:
Integrated Human Capital is an equal opportunity employer committed to fostering diversity and providing employment opportunities to all qualified individuals without regard to race, color, religion, sex, national origin, age, disability, or any other protected status. We actively promote affirmative action by encouraging minorities, women, individuals with disabilities, and veterans to apply for positions for which they are qualified. Additionally, Integrated Human Capital participates in the E-Verify program to verify the identity and employment eligibility of all newly hired employees, ensuring compliance with immigration laws. Candidates are required to present documents confirming their identity and eligibility to work in the United States during the employment verification process.
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