What are the responsibilities and job description for the Bilingual Customer Service Representative position at WATERCRESS FINANCIAL GROUP LLC?
JOB SUMMARY
We are looking for a skilled Customer Service Representative to join our team. The ideal candidate is bilingual, detail-oriented, possesses strong communication skills, and has a solid understanding of financial products and services. The Customer Service Representative is responsible for all aspects of customer service in a call center environment including but not limited to handling high volumes of incoming customer calls, billing inquiries, setting up customer payments and addressing all account related questions.
RESPONSIBILITIES
- Provide account level information to customers including but not limited to account balances, payment histories, payment setup and payoff requests
- Field phone calls, emails, and chat requests
- Handle incoming correspondence including calls, emails, and chats in an efficient manner in order to meet performance standards
- Research account discrepancies including payment research
- Stay informed of any changes to policies and procedures
- Provide timely resolution of customer complaints, concerns, and inquiries
- Demonstrate the 3 Ps of customer service: Professionalism, Patience and have a “People-First” Attitude
- Demonstrate a willingness to work flexible schedules, weekends, and holidays as necessary in order to meet business needs
QUALIFICATIONS
- High school diploma or equivalent.
- Associate or Bachelor’s degree in related or comparable field preferred. An equivalent combination of education and experience may be considered
- A minimum of 2 years’ experience in Customer Service
KNOWLEDGE AND SKILLS
- Knowledge and experience in a call center environment
- Knowledge of the credit and financial industry preferred
- Excellent customer service focus
- Excellent verbal and written communication skills
- Excellent interpersonal, negotiation, and conflict resolution skills
- Ability to prioritize tasks
- Ability to act with integrity, professionalism, and confidentiality
- Strong communication skills- both written and verbal
- Superior time management and organizational skills
- Ability to work independently and within a team
- Proficient with Microsoft Office Suite or related software
OTHER
- The home office is located in West Des Moines, IA
- Potential for a hybrid schedule based on performance
- Looking specifically for 10AM - 7PM hours
- Starting at $23 hourly up to 7.5% monthly incentive pay after first 90 days