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Customer Service Representative

2 months ago

Needham, Massachusetts, United States First Help Financial Full time
Job Overview

First Help Financial is a dynamic and culturally diverse company in the U.S. We provide auto loans to underserved communities and deliver exceptional service to our customers and partners. Our tri-lingual support and flexible financing options make it easier for consumers to finance their first car. We lend to and support our portfolio, which has consistently grown 30%+ each year over the last nine years.

Your Role: As a Client Relationship Associate, you will be communicating with our borrowers by answering inbound calls and/or corresponding in a fast-paced, goal-oriented Servicing Department.

Your Responsibilities:

  • Provide customer service regarding issues in a heavy traffic call center
  • Responsible for opening clients' complaints
  • Deescalate client issues and escalate to the appropriate manager if needed
  • Resolve client discrepancies; reconcile customer disputes pertaining outstanding due balances
  • Meet defined department goals and activity metrics
  • Daily/weekly reporting to direct supervisor
  • Provide pay-off quotes to dealers and customers
  • Assist clients with insurance and registration issues
  • Contact insurance companies for policy verification and other various issues
  • Provide written account information as requested by customers

What We Offer:

  • Competitive salary and monthly performance bonus
  • Generous health and welfare benefits (medical, dental, vision, LTD/STD, identity theft, paid parental leave, and more)
  • Paid vacation and 401(k) match
  • Tuition reimbursement and social activities
  • A robust employee recognition and talent development program

About Us:

First Help Financial is committed to building a culture that respects and embraces all walks of life, inclusive of gender, race, culture, age, sexual orientation, and other identities. We will make accommodations when interviewing anyone with special needs.