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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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