Customer Service Representative
Company: Freeway Funding, Inc.
Location: Camarillo
Posted on: May 17, 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 fraudActively listen and ask questions to determine
customer needs to ensure proper routing of call and/or presentation
of a solution to their inquiryCollect on assigned delinquent
accounts in a timely and effective manner, within established
guidelinesFront Desk operations as needed (ex: payment posting,
deliveries, postage, etc.)Document all communications and
transactions of material manner with customersProtect the
confidentiality of all aspects of the company's operations,
portfolio, customer information, and computer technologyWorking
knowledge of state and federal laws applicable to collections,
including FDCPA, TCPA and Rees-Levering among othersActively
participate in team meetings to improve workflows, collection
processes, and department efficienciesParticipation in New Hire
training including but not limited to shadow calling, system
set-up, role-playAdditional Job Functions
Work effectively in a high-pressure,
high-volume environmentDisplay professionalism and empathyHandle
customer questions with a goal of resolving all issues within first
contact/callDemonstrate strong verbal and written communication
skillsRefer available services to meet customer's needsExcellent
computer skills including proficiency with Microsoft Suite
productsContribute to department projects as assignedOther related
duties as business needs ariseQualifications and Education
RequirementsOne 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 SkillsAbility
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.PM19Powered by JazzHR
Keywords: Freeway Funding, Inc., Camarillo , Customer Service Representative, Hospitality & Tourism , Camarillo, California
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