Bilingual Customer Service Representative

Regis University•Plano, TX

16d

About The Position

Take your career to the next level! In the last few years our goal has been expansion, creating growth opportunities for many of our team members. Not only are we serious about growth, but we are also serious about helping our customers during hard financial times. We take pride in providing solutions and offering a helping hand, not only to our customers but also to the communities we serve. As we continue to expand and grow into a national leader in consumer financing, we invite you to consider joining our team. If you're passionate about making a meaningful impact in people's lives and bringing a personal touch to finance, we'd love to have you on board! Job Purpose The Customer Service Representative works with external customers and Regional employees to ensure prompt resolution in respect to customer inquiries. This role will interact daily with our external customers and branch personnel, responding to their questions, resolving basic technical inquires, fielding complaints, and guiding customers through resolution. The role will utilize multiple servicing applications when assisting branches and customers. These duties also require the ability to be accurate, perform repetitious work, work quickly, and meet important deadlines. The candidate should work effectively in cross-functional teams.

Requirements

High School Diploma or equivalent
Must pass drug screening, criminal and credit background checks
Proficient in Microsoft Office
Prior customer service experience
Outgoing, enthusiastic with excellent communication skills (oral and written)
Enjoys working in a fast paced and changing environment
Highly organized
Has the ability to multi-task
Has the ability to manage to deadlines
Data entry proficiency
Bi-lingual in Spanish and English

Nice To Haves

Experience in an inbound contact center environment
Consumer Finance or Banking experience

Responsibilities

Provide exceptional support for external customers and Regional employees – with a primary focus on external customers
Build and establish a positive, trusting relationship with clients to ensure continued client patronage and satisfaction
Maintain an up-to-date knowledge of company products and services to effectively respond to client inquiries
Serve as a point of contact for customer facing inquires and complaints by working with various Subject Matter Experts
Handle inbound interactions from both existing customers and prospective clients via phone calls, emails, and other forms of digital communication
Explain additional services and products to customers as needed
Demonstrate a thorough understanding of basic system functionalities
Assist customers by resolving disputes and/or complaints
Forward customer questions or concerns to the appropriate Regional department or branch when necessary
Complete timely follow-ups with customers and/or Regional employees as needed
Address customer escalations and complaints by engaging the appropriate subject matter experts for quick resolution
Engage executive leadership when necessary
Maintain records of customer interactions and transactions, recording details of inquiries and complaints
Execute projects as directed by management
Perform additional duties as assigned, not limited to those outlined herein