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
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