Customer Service Representative
Core
Handle inbound and outbound calls to resolve customer account issues, process payments, and provide support for declined notifications and complaints.
Role type
Customer Service Representative (Call Center)
Builds
Customer account resolutions and payment arrangements
Domain
Financial Services / Consumer Lending
Deliverable
client delivery
Required skills
Call center operations, account negotiation, compliance with debt collection regulations, multi-system navigation, consultative communication
Preferred skills
Bilingual English/Spanish, prior call center experience, problem analysis
Technologies
Inbound/outbound dialers, web chat, text messaging systems, account management software
Responsibilities
Respond to calls using dialers with focus on first call resolution, handle customer complaints and branch issues, negotiate account matters, process lien releases and refunds, maintain accurate account documentation, support customers via digital channels (web chat, text, phone), work collaboratively to meet team targets
Seniority
Individual Contributor