Bilingual Customer Service Representative
WATERCRESS FINANCIAL GROUP LLC•West Des Moines, IA
•Hybrid
About The Position
The Bilingual Customer Service Representative is responsible for all aspects of customer service in a call center environment, including, but not limited to, handling large volumes of incoming customer calls, billing inquiries, setting up customer payments, and addressing all account-related questions.
Requirements
- High school diploma or equivalent
- A minimum of 2 years of experience in Customer Service
- Must be fluent in English and Spanish
- Knowledge and experience in a call center environment
- Knowledge of the credit and financial industry
- Excellent customer service approach
- Excellent verbal and written communication skills
- Excellent interpersonal, negotiation, and conflict resolution skills
- Ability to prioritize tasks
- Ability to act with integrity, professionalism, and confidentiality
- Strong communication skills, both written and verbal
- Superior time management and organizational skills
- Ability to work independently and within a team
- Proficiency in Microsoft Office Suite or related software
Nice To Haves
- Associate or Bachelor's degree in a related or comparable field is preferred. An equivalent combination of education and experience may be considered.
Responsibilities
- Provide account-level information to customers, including, but not limited to, account balances, payment histories, payment setup, and payment requests
- Field phone calls, emails, and chat requests
- Handle incoming correspondence, including calls, emails, and chats, efficiently to meet performance standards
- Investigate account discrepancies, including payment investigation
- Complete collection phone calls to meet required performance standards
- Confirm and/or negotiate payment agreements
- Maintain established goals for delinquency, garnishments, and net losses
- Investigate any customer account discrepancies
- Stay informed of any changes in policies and procedures
- Provide timely resolution of customer complaints, concerns, and inquiries
- Demonstrate the 3 Ps of customer service: Professionalism, Patience, and having a "People First" attitude
- Escalate more complex or difficult issues to your team leader
- Demonstrate willingness to work flexible hours, weekends, and holidays as needed to meet business needs
Benefits
- Up to 7.5% monthly incentive pay after first 90 days
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
11-50 employees
