Customer Service Representative I - Remote

Overview

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.

In Short

• Perform responsibilities following standard operating procedures to meet or exceed documented service level goals
• 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
• Follow and understand all compliance and operational guidelines
• Regular and punctual attendance
• Adhere to policies and procedures
• Customer retention and relationship building

Requirements

• 2+ years call center customer service or retail customer service position
• Must be 18 years of age or older
• Proficiency in Microsoft Outlook, Word, and Excel
• 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

Benefits

• 401(k) + company match up to 4%
• Long Term Incentive program
• Medical, dental, and vision coverage
• Annual HSA contribution of $1,650
• Life insurance, disability, and critical illness
• Birthday holiday
• Tuition reimbursement program
• Generous PTO, including Paid Parental Leave
• $2,000 Vacation Incentive Plan after 3 years
• Community funds, wellness funds, and more