Description

The Servicing Innovations department is responsible to provide our valued auto loan customers with stellar customer service.
This position will communicate directly with our customers by phone, e-mail, or any other media channels to handle all aspects of the customers auto loan account, internal process support, account management, inquiries, loan administration, and problem resolution.

This position is expected to cultivate and maintain on-going customer relationships. Use computerized system for tracking, information gathering, and troubleshooting. Must be able to multitask, flexible to change, handle constant phone calls throughout the day and administrative duties as assigned.

The focus of this role is to ensure our valued auto loan customers receive exceptional customer service using innovative communication solutions through all types of media channels.

What is a day in the life at Flagship as a Customer Service Representative I, II, III?

• Primary Function:

  • Ensure our valued auto loan customers receive exceptional customer service using innovative
    communication solutions through all types of media channels.

• Essential Functions and Responsibilities:
• CSR I
• Maintain strict confidentiality with customer auto loan account information
• Manage both outbound and inbound calls to validate and update all loan file information
• Perform Customer Welcome process for Loan Servicing
• Communicate key information to the customer to provide the customer with the tools to be successful in making their auto loan payments
• Escalate accounts to manager for review to help identify trends
• Identify, research, and resolve customer issues using the computerized system in a timely manner
• Execute loan administrative activities that support Loan Servicing
• Other administrative duties as assigned
• CSR II
  • All CSR I essential functions and responsibilities plus the following:
  • Demonstrate ability to assist Supervisor with queue management and elevated duties
  • Independently execute all process support functions
  • Independently maintain all service queues while upholding list of management duties
• CSR III
  • All CSR I and II essential functions and responsibilities plus the following:
  • Ability to manage escalated account situations
  • Independently identify trends and customer behavior to improve business processes
  • Ability to communicate process improvements, in a role of SME
  • Function as a user acceptance tester

About you:

• Education
  • High School Diploma or GED required
• Experience
  • CSR I
    • 0-3 years related experience and/or training, or equivalent combination of education and experience, auto experience a plus
  • CSR II
    
    • 3-5 years related experience and/or training, or equivalent combination of education and experience, auto experience a plus
  • CSR III
    • 5+ years related experience and/or training, or equivalent combination of education and experience, auto experience a plus

Qualifications

• Exceptional verbal and written communication skills
• Excellent active listening skills
• Ability to achieve and even surpass established goals
• Ability to display high level of personal accountability and ownership for work performed
• Independently driven and motivated to thrive in a fast paced and changing environment
• Demonstrate willingness to learn and be challenged by continual professional development
• Demonstrate the ability to finesse and manage difficult or emotional customers
• Must be punctual and dependable in coming to work
• Adhere to instructions, processes, procedure, policy and management direction

• Computer Skills
  • Proficient in Internet search tools, e-mail, and Microsoft Office products

If youre interested in partnering with a certified Great Place to Work company that encourages you to be your best#FlagshipCareers, visitwww.FlagshipCredit.com/Careersfor a complete list of career opportunities and information on our company.