The financial Customer Service Representative will be an experienced representative responsible for answering customers’ financial inquiries or complaints against financial institutions. This position will offer phone, e-mail, written correspondence and other contract channels.

For this specific position you must meet all of the requirements below:

• Two years of college education at an accredited institution
• Two years of experience in customer service
• Two years of experience working with financial products or services to include but not limited to:
  • Bank Accounts and Services
  • Credit Cards
  • Credit Repair
  • Credit Reporting
  • Collections
  • Debt Collection
  • Debt Settlement
  • Financial Counseling
  • Mortgages
  • Money Transfers
  • Payday and Installment Loans
  • Pawn and Title Loans
  • Prepaid Cards
  • Student Loans
  • Virtual Currency
  • Vehicle Loan or Lease

• Answer, Review and Document customer inquiries and complaints with professional courtesy, giving exceptional customer service to each customer following KB articles and scripts as applicable. Inbound phone calls, e-mail, written correspondence and future SMS
• Document each customer’s complaint or inquiry into a database and verify customer’s information.
• Update client databases for additions, deletions or corrections as necessary
• Review documentation to omit all PII data
• Scan inbound written correspondence and label each document for processing
• Collaborate with coworkers or vendors to research problems and find solutions
• Mentor less experienced agents, which could include limited coaching and call monitoring responsibilities with Supervisor assisted approval and feedback.
• Provide input for process improvement

• Active Listening (presence; empathy; tracking the consumer’s story)
• Active Speaking (clear, warm delivery of scripted and unscripted moments)
• Problem Solving (ability to gather, organize, and prioritize consumer information)
• Understanding Consumer Finance (information navigation; working knowledge in a topic area)
• Familiarities with Computer Systems and the Ability to Learn New Systems Quickly

REQUIREMENTS:

• Two years of college education at an accredited institution
• Two years of experience in customer service
• Two years of experience working with financial products or services
• Candidates must be able to obtain and maintain public trust clearance.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.