Customer Service
2 weeks ago
**Customer Service - Welcome Call Specialist**
Loan Servicing | Coppell, TX
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**Description**
**Position Summary:**
We are looking for an experienced Customer Service Representative who is responsible to provide our valued auto loan customers with stellar customer service. You will communicate directly with our customers by phone, e-mail, or any other media channels to handle all aspects of the customers auto loan account, internal process support, account management, inquiries, loan administration, and problem resolution.
Integrity, Passion, Trust, Discipline, Respect, and Continuous Improvement just to name a few
**About You:**
* Exceptional verbal and written communication skills
* Excellent active listening skills
* Ability to achieve and even surpass established goals
* Ability to display high level of personal accountability and ownership for work performed
* Independently driven and motivated to thrive in a fast paced and changing environment
* Demonstrate willingness to learn and be challenged by continual professional development
* Demonstrate the ability to finesse and manage complex customer issues
* Must be punctual and dependable in coming to work
* Adhere to instructions, processes, procedure, policy, and management direction
* Proficient in Internet search tools, e-mail, and Microsoft office products
* Read, write, and interpret documents, instructions, policy, and procedure. Write routine reports and correspondence. Analyze and interpret documents. Respond effectively to inquiries
* High School Diploma or GED required
* Bilingual (Spanish proficiency) considered an advanced language ability
* Maintain strict confidentiality with customer auto loan account information
* Manage both outbound and inbound calls to validate and update all loan file information
* Perform Customer Welcome process for Loan Servicing
* Communicate key information to the customer to provide the customer with the tools to be successful in making their auto loan payments
* Escalate accounts to manager for review to help identify trends
* Identify, research, and resolve customer issues using the computerized system in a timely manner
* Execute loan administrative activities that support Loan Servicing
* Demonstrate ability to assist Supervisor with queue management and elevated duties
* Independently execute all process support functions
* Independently maintain all service queues while upholding list of management duties
* Ability to manage escalated account situations
* Independently identify trends and customer behavior to improve business processes
* Ability to communicate process improvements, in a role of SME
* Function as a user acceptance tester
* Other administrative duties as assigned
This position is expected to cultivate and maintain on-going customer relationships. Use computerized system for tracking, information gathering, and troubleshooting. Must be able to multitask, flexible to change, handle constant phone calls throughout the day and administrative duties as assigned.
The focus of this role is to ensure our valued auto loan customers receive exceptional customer service using innovative communication solutions through all types of media channels
**Find Your *PACE* Today**
As we continue to evolve as a leading financial services provider, we are reaching new heights more and more every day. We are looking for good people to share the road with, people who share our vision and mission: *To provide exemplary service to dealers, associates, customers, and stakeholders* . We are a company that is driven by our values. If you want to get behind the wheel, take a ride with us at .
Apply Later
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