What are the responsibilities and job description for the Customer Service Specialist position at Kawasaki Motors Retail Finance?
Key Responsibilities:
- Provide exceptional customer service by handling customer inquiries and claims related to their loans. Handle inbound and outbound calls, totaling 100 calls per day.
- Respond to customer questions, concerns, and issues via phone, email, and other communication channels.
- Communicate Dealer Partners to resolve issues and obtain additional information when necessary.
- Investigate and resolve customer complaints in a timely and professional manner.
- Detect suspicious and fraudulent loan applications.
- Maintain accurate and up-to-date records of customer interactions and transactions.
- Collaborate with other departments to ensure prompt resolution of customer issues.
- Assist in developing and implementing customer service policies and procedures.
- Be an expert on our loan products and processes.
- Provide feedback and suggestions for improving customer service processes and enhancing customer satisfaction.
- Adapt to changing policy and procedures on a constant basis while maintaining high quality to your work.
- Ensure compliance with company policies, regulatory requirements, and industry standards.
- Review financial documents submitted by the borrower.
- Meet and/or exceed production, quality, and customer service goals.
- All other job duties assigned.
Qualifications:
- High school diploma or equivalent; related field preferred.
- Previous experience in customer service is mandatory; a minimum of 2-3 years of experience is recommended.
- Excellent communication and interpersonal skills.
- Strong problem-solving and conflict resolution abilities.
- Working knowledge of various loan structures, payment schedules, amortizations, interest rates
- Proficiency in Microsoft Office (Word, Excel, PowerPoint).
- Familiarity with Loan Management Systems (LMS) is required.
- Working knowledge of financial services regulations together with all internal policies and procedures
- Ability to work on-site at our Foothill Ranch, CA office.
Profile Differentiators:
- Bachelor’s degree
- Experience in founding, co-founding or working in a fast-paced startup environment.
- Experience in Powersports Finance Industry (motorcycle, ATVs UTVs, PWCs)
- Experience in a FinTech startup.
- Bachelor’s degree or Advanced Professional degree
Hourly Range:
$20.00/hr. - $25.00/hr., based on experience and qualifications.
To support your health and wellness goals, Kawasaki provides a comprehensive benefits program dedicated to the well-being of our employees and their families.
What We Offer:
- Competitive salary based on experience
- Medical, Dental, Vision and Pet insurance
- 401(k) match
- Life and Disability benefits
- Generous PTO policy
- Up to 12 paid company holidays
- Employee discounts on Kawasaki products
- Onsite fitness center
- Kawasaki Kafé
Equal Opportunity:
KMRF is an Equal Opportunity Employer; employment with KMRF is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability or any other legally protected status.
Salary : $20 - $25