What are the responsibilities and job description for the Customer Correspondence Specialist position at Stellantis Financial Services US?
Stellantis Financial Services (SFS) is the new captive finance company for one of the world's leading automakers and a mobility provider with iconic brands including Abarth, Alfa Romeo, Chrysler, Citroën, Dodge, DS Automobiles, Fiat, Jeep®, Lancia, Maserati, Opel, Peugeot, Ram, Vauxhall, Free2move and Leasys.
Our exciting growth provides opportunities to advance your career as we successfully lead products and services from a small to midsize company in just a few years. Join our world class team and culture and contribute to our core mission which is enhancing our customer's experience.
Position Summary
We are seeking a Customer Correspondence Specialist to join our Customer Care team. The Customer Correspondence Specialist plays a key role in delivering exceptional customer service to Stellantis Financial Services US customer correspondence inquiries. In this role, you will be researching and reviewing customer accounts, collaborating with other departments to identify the best solution, and selecting the most effective communication response method to meet customer needs. This is an exciting opportunity for anyone eager to make an impact and contribute to a culture of exceptional customer service!
Essential Duties And Responsibilities
Required Experience
While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.
Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
Work Schedule This position requires the ability to work various shifts to accommodate business needs. Typically, between the hours of 7AM-6PM Monday through Friday and on weekends as needed. Travel is required 10% of the time.
Stellantis Financial Services, Inc (SFS) is an equal opportunity employer and is committed to providing its employees an environment that is free of harassment, discrimination, and intimidation. It is the policy of SFS to comply with all applicable employment laws and regulations and to provide equal opportunity for all qualified persons and to not discriminate against any employee or applicant for employment because of race, color, religion, sex, age, national origin, disability, pregnancy, sexual orientation, veteran status, gender identity or expression, change of sex, and/or transgender status or any protected status. Candidates must possess authorization to work in the United States. This policy applies to recruitment and placement, promotion, training, transfer, retention, rate of pay and all other terms and conditions of employment. Employment and promotion decisions will be based solely on merit, ability, achievement, experience, conduct and other legitimate business reasons.
Our exciting growth provides opportunities to advance your career as we successfully lead products and services from a small to midsize company in just a few years. Join our world class team and culture and contribute to our core mission which is enhancing our customer's experience.
Position Summary
We are seeking a Customer Correspondence Specialist to join our Customer Care team. The Customer Correspondence Specialist plays a key role in delivering exceptional customer service to Stellantis Financial Services US customer correspondence inquiries. In this role, you will be researching and reviewing customer accounts, collaborating with other departments to identify the best solution, and selecting the most effective communication response method to meet customer needs. This is an exciting opportunity for anyone eager to make an impact and contribute to a culture of exceptional customer service!
Essential Duties And Responsibilities
- Collaborate closely with Customer Assistance and Loan Servicing/Customer Care departments to identify the best solution and/or program to address customer needs/issues.
- Document and reports all levels of complaints, including those from third parties (e.g., government, BBB), to the Compliance and Customer Service Team Managers for prompt resolution.
- Engages directly with customers, clients, regulators, and authorized third parties to gather additional documentation when needed for a comprehensive and satisfactory response to inquiries or complaints.
- Promptly and accurately prepares customer inquiry responses to uphold superior levels of customer service experience.
- Provide daily reports to managers on customer issues to prevent future complaints.
- Adheres to compliance and company policies by staying up-to-date on internal policy changes and serving as a resource for others.
- Document detailed records in the Shaw system while maintaining productivity, quality, and compliance standards.
- Maintain strict confidentiality with consumer personal information, and adheres to all company policies, including safeguard procedures.
- Other duties as assigned.
Required Experience
- 2 years minimum of Customer Service experience.
- Ability to type/keyboard 50 wpm.
- High School Diploma / GED
- Excellent verbal and written communication, and interpersonal skills.
- Must be able to maintain a high level of integrity, confidentiality and professionalism.
- Must be able to respond to written correspondence and demonstrate thorough reading and understanding of instructions, memos, and tasks.
- Ability to explain simple interest loan calculations to customers.
- Skilled in delivering timely, customer-focused solutions.
- Exhibit strong critical thinking skills and effective problem-solving capabilities.
- Ability to manage and resolve challenging customer inquiries and needs.
- Ability to multitask, prioritize, and manage time efficiently.
- Solid understanding and adherence to company policies, procedures, and compliance guidelines is essential.
- Overtime required – required on an as needed basis.
- Travel 0-10% - as required on an as needed basis.
- Must have reliable transportation and live within a commutable distance to one of the following cities: Dallas, TX
- Prior collections, chat, or call center customer service experience.
- Bilingual in Spanish with the ability to read, write and translate is a plus!
- Experience managing a high volume of incoming correspondence inquiries is a plus!
While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.
Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
Work Schedule This position requires the ability to work various shifts to accommodate business needs. Typically, between the hours of 7AM-6PM Monday through Friday and on weekends as needed. Travel is required 10% of the time.
Stellantis Financial Services, Inc (SFS) is an equal opportunity employer and is committed to providing its employees an environment that is free of harassment, discrimination, and intimidation. It is the policy of SFS to comply with all applicable employment laws and regulations and to provide equal opportunity for all qualified persons and to not discriminate against any employee or applicant for employment because of race, color, religion, sex, age, national origin, disability, pregnancy, sexual orientation, veteran status, gender identity or expression, change of sex, and/or transgender status or any protected status. Candidates must possess authorization to work in the United States. This policy applies to recruitment and placement, promotion, training, transfer, retention, rate of pay and all other terms and conditions of employment. Employment and promotion decisions will be based solely on merit, ability, achievement, experience, conduct and other legitimate business reasons.
