Customer Care Specialist

7 days ago

San Antonio, Texas, United States 1st Franklin Financial Corporation Full time $42,000 - $48,000 per year

The Customer Care Specialist serves as the primary point of contact for customers at 1st Franklin Financial Corporation. This role involves answering inbound calls, taking payments, providing account servicing, and addressing customer inquiries, disputes, and complaints. The ideal candidate delivers exceptional customer service while ensuring compliance with company policies and regulatory requirements.

Deliver Exceptional Customer Interaction

  • Answer inbound customer calls promptly and professionally, addressing inquiries regarding accounts, payments, and loan services
  • Assist customers in understanding their account details, loan terms, and payment schedules
  • Identify customer needs and offer solutions to address concerns
  • Proactively suggest options to customer to improve overall experience
  • Work collaboratively with team members and other departments to ensure seamless service delivery
  • Share insights and feedback with management to improve processes

Payment Processing and Account Servicing

  • Process customer payments accurately and efficiently using the company's payment systems
  • Provide confirmations and troubleshoot any payment-related issues
  • Update customer account information as needed, including contact details and preferences
  • Assist customers with account balances, due dates, and payoff quotes

Conduct Dispute Resolution and Complaint Handling

  • Investigate and resolve customer disputes regarding account charges, payments, or loan terms
  • Escalate complex disputes to supervisors or specialized departments when necessary
  • Handle customer complaints with professionalism and empathy, striving to resolve issues to the customer's satisfaction
  • Document all complaints accurately in the system and follow up as required

Education, Qualifications, and Experience

  • High School Diploma or equivalent
  • Serving our customers by working onsite at the Branch Office Support (BOSC) is an essential function of this job (working from home is not permitted under any circumstances)
  • Strong verbal and written communication skills
  • Proficiency in using customer service software, payment systems, and Microsoft Office Suite
  • Ability to handle challenging situations with patience and professionalism
  • Detail-oriented with strong organizational skills
  • Problem-solving abilities and the capacity to work under pressure
  • Customer-focused with a positive attitude and a genuine desire to help others
  • Team player who is adaptable and eager to learn
  • Dependable and punctual with strong work ethics
  • Demonstrate the ability to analyze relevant information and apply individual judgement
  • Must possess a valid driver's license and the ability to operate an automobile

Desirable

  • Relevant experience
  • Bilingual (English/Spanish)
  • Ability to understand how this function aligns with business priorities, culture change, organization design, and strategic planning
  • 1+ year of customer service experience, preferably in a financial services or consumer finance environment.

About Us:

1st Franklin Financial Corporation has been a family run company for over 80 years. Our goal is to provide financial solutions across our footprint. Today we have over 380 offices across the Southeast and continue to expand into new territory. We offer you the potential to earn an annual salary. To support your growth, we also offer training programs and other developmental opportunities for employees. Benefits include competitive pay, bonus potential, medical, dental, vision, 401(k), paid time off, paid holidays, and paid volunteer time.

Compensation: $14.00 to $16.00

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