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Multilingual Customer Care Representative
2 months ago
First Help Financial (FHF) is a rapidly expanding organization in the United States, dedicated to assisting first-time car buyers with flexible financing solutions and support in their native languages. Our mission is to empower underserved consumers by providing access to financing and guiding them towards informed financial choices. With a commitment to flexible financing options and tri-lingual assistance, we simplify the process of acquiring a first vehicle.
Operating from our offices in Boston and Phoenix, we have consistently achieved a portfolio growth of 35% annually over the past five years. Our impressive growth trajectory is complemented by our financial stability as a company.
Work Environment:
At FHF, you will collaborate with dedicated professionals who are experts in their fields and committed to delivering exceptional service to our clients. We uphold the highest standards of professionalism while offering a workplace that prioritizes your success and comfort.
Your Role:
As a Bilingual Customer Service Associate, you will be a vital part of our Customer Service department, responding to inquiries from our borrowers through inbound calls and correspondence in a dynamic, goal-oriented environment. This is a full-time position requiring 40+ hours per week, Monday to Friday.
Key Responsibilities:
- Provide exceptional customer service in a high-volume call center.
- Address and document client complaints.
- De-escalate customer issues and escalate to management when necessary.
- Resolve discrepancies and reconcile disputes related to outstanding balances.
- Meet departmental goals and performance metrics.
- Conduct daily and weekly reporting to your supervisor.
- Offer payoff quotes to dealers and customers.
- Assist clients with insurance and registration inquiries.
- Liaise with insurance companies for policy verification and related matters.
- Provide written account information as requested by customers.
Qualifications:
- Proven career stability.
- Fluency in Spanish and/or Portuguese, in addition to English.
- High level of professionalism and dedication to the role.
- Detail-oriented with strong communication skills.
- At least one year of experience in customer service or retail preferred.
- Ability to effectively de-escalate concerns.
Benefits:
This position offers a competitive base salary, quarterly bonuses, comprehensive medical/dental/vision insurance, and a retirement plan with company matching.
Diversity and Inclusion:
FHF is committed to fostering a culture that respects and embraces diversity across all dimensions, including gender, race, culture, sexual orientation, age, and other identities. We are dedicated to providing accommodations during the interview process for individuals with special needs.
Company Culture:
We believe in maintaining a healthy work-life balance. While we are dedicated to our customers and partners, we also value the importance of personal time for our team members. We actively engage with employees to develop career plans that promote personal growth and professional development.
