Customer Care & Office Support Representative

At Western State Bank, “what” you know is important, but not as important as how you relate to teammates and customers. Our environment is based on the principles of respect, curiosity, creativity, individual empowerment, and the ability to listen effectively and communicate openly. We also believe in continual learning, bias toward action, keeping commitments, and doing our absolute best every day. We believe that our ability to deliver on our promise of being Your Hometown Bank is a result of these high standards.  
 

The Customer Care & Office Support Representative plays a dual role in supporting both daily office operations and frontline customer service.  This position ensures a professional, welcoming environment for visitors and staff while providing essential administrative support across multiple departments. In addition, the role serves as a key member of the Customer Care team, accurately processing account inquiries, payment histories, buyouts, collateral releases, and service transfers through established systems and workflows.
 

Duties and Responsibilities:

Office Support Duties

• Greet customers and coordinate vendor deliveries.
• Ordering office supplies.
• Daily mail pick up, sorting, and delivery to various departments/offices. Scanning to all parties for all departments. This includes scanning to remote employees or third-parties as needed.
• Daily payment return processing. 
• Scanning and indexing documents into our data warehouse
• Maintain current employee phone lists and information 
• Assist with preparing, mailing customer correspondence, including PMSI & delinquency letters
• Maintain terminated contracts to ensure accurate records management
• Complete Contracts to be Termination Report.
• Complete Charged off contracts Reports. 
• Complete Transfer of service requests.
• Coordinate with managers on Lunch N’ Learn sessions
• Other duties as assigned

Customer Care Duties

• Carefully consider internal reference documents and accounts attributes when calculating partial and full buyouts to provide to customers, vendors and for internal use ensuring accuracy and timeliness.
• Provide payment and or customer account history in an efficient and effective manner, based on customer inquiries.
• Review current contract documents and payment schedules as well as recalculating payment schedules based on new terms for payment modifications.
• Complete contract reviews to make determinations on release of collateral.
• Use insurance portal to check the status of insurance coverage and work to resolve issues relating to insurance related concerns.
• Maintain accurate records of customer interactions and resolutions in compliance with company policies and industry regulations.
• Liaise with cross-functional teams, including Sales, Underwriting, Collections, Documentation and Accounting to ensure swift and effective resolution of customer issues.
• Serve as a point of contact for investor partners, communicating transfer of service and accounting figures.
• Other duties as assigned

Associates Degree or two year college equivalent in business, finance, or administrative program preferred with 2 years of work experience in an office environment.

This is a full-time position with benefits, 8:00 am - 5:00 pm; Monday - Friday

We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to provide sponsorship for visa status. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Western Equipment Finance is an EEO and Affirmative Action Employer.