Customer Service Representative I

2 weeks ago

Sioux Falls, South Dakota, United States Launch Servicing Full time

Job Description:

The Customer Service Representative I role encompasses key responsibilities which may include answering inbound calls, making outbound calls, responding to emails, and performing administrative projects. Inbound calls primarily consist of borrowers inquiring about the servicing of their consumer loan account. Outbound calls primarily consist of returning voice mails and calling borrowers to inform or remind them of their repayment options. Ideal candidates will demonstrate strong attention to detail and the ability to adhere to various rules and regulations related to consumer loans across multiple clients. Administrative responsibilities primarily include procedural tasks such as recording and tracking documents, phone call or email follow-up and special fact gathering assignments as needed.

Responsibilities:

  • Perform responsibilities following standard operating procedures to meet or exceed documented service level goals
  • Have a high degree of awareness and understanding of information security
  • Answer inbound calls and reach first touch resolution on borrower questions or issues
  • Make outbound calls to respond to customer voice mails, provide loan updates, and provide options or counseling to borrowers in need of repayment assistance
  • Respond to customer emails and mail
  • Record customer interactions, open/close activities in system of record
  • Perform administrative functions such as document tracking and recording, payment tracking and recording, legal tracking and reporting, and ad-hoc projects as needed
  • Follow and understand all compliance and operational guidelines to ensure major areas of responsibilities are completed to compliance guidelines and standards

Essential Functions:

  • Regular and punctual attendance
  • Answer customer inquiries
  • Adhere to policies and procedures
  • Complaint resolution that aligns with Goal's core values
  • Customer retention and relationship building
  • Documentation and data entry

Work Environment and Physical Demands:

  • Ability to stand / sit for extended hours of time
  • Ability to remain at workstation for long periods of time
  • Ability to work in an environment with a moderate to loud noise level
  • Heavy keyboard/mouse usage required with repetitive movements

Basic Minimum Requirements:

  • 2+ years call center customer service or retail customer service position
  • Proficiency in Microsoft Outlook, Word, and Excel
  • Workflow management experience
  • Ability to follow documented Best Practices and Standard Operating Procedures
  • Ability to communicate in a clear, concise, and professional manner
  • Ability to prioritize, be organized, and manage time effectively to meet service level goals

Bonus points if you have:

  • Consumer finance or student loan experience
  • An eagerness to learn and grow your leadership skills
  • A drive to succeed, a sense of urgency, and a passion for your work
  • An all-around team player attitude

The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.

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