Customer Care Representative

2 months ago

Addison, United States Stellantis Financial Services US Full time

Stellantis Financial Services (SFC) is the new captive finance company for one of the world's leading automakers and a mobility provider with iconic brands including Abarth, Alfa Romeo, Chrysler, Citron, Dodge, DS Automobiles, Fiat, Jeep®, Lancia, Maserati, Opel, Peugeot, Ram, Vauxhall, Free2move and Leasys.

Our exciting growth provides opportunities to advance your career as we successfully lead products and services from a small to midsize company in just a few years. Join our world class team and culture and contribute to our core mission which is enhancing our customer's experience

Summary:

The Customer Care Representative is responsible for handling a high volume of incoming customer service calls and responds to various inquiries including but not limited to loan payoffs, servicing complaints, address changes, payments by phone, payment deferments (extensions), and simple interest explanations. Provides prompt courteous services and notates the system on each call.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

  • Resolves product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment and following up to ensure resolution.
  • Accurately maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
  • Address customer queries in coordination with other appropriate departments by using established procedures to make effective use of extensions, modification plans and due date changes to resolve current and delinquent accounts.
  • Handles high priority accounts and additional duties at the direction of a team lead, supervisor or manager as required.
  • Complies with all company policies and procedures
  • This position involves regular access to specified personal information of consumers, including, but not limited to, Social Security numbers and dates of birth.
  • Contributes to the team by accomplishing related results as needed. All inclusive of daily, weekly and monthly production goals such as calls, availability, talk-time, conversion rates and dollars collected.
  • Treats all contacts in a courteous and highly professional manner: customers, third parties and internal agents

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience: The knowledge, skills and abilities typically acquired through the completion of a high school diploma and or/GED. One to two years of previous customer service experience in a call canter required.

Language Skills: Ability to read, comprehend and respond to instructions, correspondence, memos and task in a professional and courteous manner. Must be able to adequately respond to written correspondence. Bilingual such as Spanish is a plus.

Mathematical Skills: Ability to add, subtracts, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Able to explain simple interest loan calculations to customers.

Reasoning Ability: Must display an ability to demonstrate critical thinking, decision making, and problem-solving skills. Must possess the ability to multitask. Able to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.

Computer Skills: To perform this job successfully, an individual should be familiar with a PC have typing/keyboarding skills of 30+ wpm. Have Knowledge of MS Excel software and MS Word software.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Stellantis Financial Services is an equal opportunity employer and is committed to providing its employees an environment that is free of harassment, discrimination and intimidation. It is the policy of SFS to comply with all applicable employment laws and regulations and to provide equal opportunity for all qualified persons and to not discriminate against any employee or applicant for employment because of race, color, religion, sex, age, national origin, disability, pregnancy, sexual orientation, veteran status, gender identity or expression, change of sex, and/or transgender status or any protected status. Candidates must possess authorization to work in the United States. This policy applies to recruitment and placement, promotion, training, transfer, retention, rate of pay and all other terms and conditions of employment. Employment and promotion decisions will be based solely on merit, ability, achievement, experience, conduct and other legitimate business reasons.

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