Customer Service Representative

Company: Freeway Funding
Location: Camarillo
Posted on: January 27, 2023

Job Description:

The Customer Service Representative (CSR) position is an in-office role responsible for providing friendly and helpful service to all customers that call into the Call Center. CSR's are assigned a queue of early-stage delinquent auto finance accounts ranging from 4-30 days past due for payment reminders and resolution of accounts. CSR's will utilize appropriate techniques, strategies, and collection efforts to identify a quick and acceptable solution. Essential Job Functions

• Answer and handle calls regarding accounts and other related questions utilizing appropriate compliance and security measures to identify customers and protect against fraud
• Actively listen and ask questions to determine customer needs to ensure proper routing of call and/or presentation of a solution to their inquiry
• Collect on assigned delinquent accounts in a timely and effective manner, within established guidelines
• Front Desk operations as needed (ex: payment posting, deliveries, postage, etc.)
• Document all communications and transactions of material manner with customers
• Protect the confidentiality of all aspects of the company's operations, portfolio, customer information, and computer technology
• Working knowledge of state and federal laws applicable to collections, including FDCPA, TCPA and Rees-Levering among others
• Actively participate in team meetings to improve workflows, collection processes, and department efficiencies
• Participation in New Hire training including but not limited to shadow calling, system set-up, role-play Additional Job Functions
  • Work effectively in a high-pressure, high-volume environment
  • Display professionalism and empathy
  • Handle customer questions with a goal of resolving all issues within first contact/call
  • Demonstrate strong verbal and written communication skills
  • Refer available services to meet customer's needs
  • Excellent computer skills including proficiency with Microsoft Suite products
  • Contribute to department projects as assigned
  • Other related duties as business needs arise Qualifications and Education Requirements One or more years in a Call Center environment preferred with related work experience in customer service, banking/finance, or collections. Knowledge of collections processes and tactics. Interpersonal skills with the ability to work in a team and interact with all levels of personnel. Reliable with excellent time management ability, must meet deadlines and quotas. High school diploma or equivalent required. Preferred Skills Ability to speak, read and write in both English and Spanish. Excellent understanding of reporting and report databases. Proficient in Microsoft Office applications. Excellent verbal and written communication skills. Strong problem solving and decision-making skills. PM19 Powered by JazzHR PI200420608

Keywords: Freeway Funding, Camarillo , Customer Service Representative, Hospitality & Tourism , Camarillo, California