Client Service Specialist AZ

GRAND PACIFIC RESORTS INC•Tucson, AZ

8d•$18 - $20

About The Position

Position is primarily responsible for receiving and responding to customer inquiries by phone and email. Processing ACH payments setups and cancellations for customer accounts. Assisting customers with logging onto the payment portal, calculating loan payments, sending mail correspondence. The Client Services Specialist will be competent in prioritizing, multi-tasking, self-motivated and trustworthy. ESSENTIAL FUNCTIONS Average Percent of Time (Must add up to 100%) 75% Answering and responding to customers by phone and email 15% Processing customer requests by email or mail 5% Special projects during slower call volume times 5% Working directly with Client Services Manager SPECIFIC DUTIES AND RESPONSIBILITIES Answering Phones and Emails: Reply to questions/concerns Look up account information Set up and expire ACH payments Calculate payment amounts Request payment and fee adjustments Upload correspondence and documents in NLS Send correspondence and documents by email and mail Document in detail and accuracy all customer interactions in NLS Client interactions by phone and email Submit tickets to other departments for account corrections and/or adjustments or doc request Meet and/or exceed phone performance standards and requirements Account follow up as needed Minimum average of 50 customer interactions per day In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions. Special projects Assimilate into the Advanced Financial Company Commitment to Excellence culture through understanding, supporting and participating in all elements of Commitment to Excellence. Demonstrate working knowledge of the service standards. Regular attendance in conformance with the standards, which may be established by Advanced Financial Company from time to time, is essential to the successful performance of this position.

Requirements

Must have great communication skills and enjoy helping people
Good computer skills
Ability to learn quickly and multitask
Punctuality and good attendance are a must
Flexibility on schedule
High School graduate or equivalent required
Minimum one year of customer service and/or call center environment

Nice To Haves

Prior customer service and/or call center experience taking inbound calls from customers a plus
Experience in banking, loans or mortgage a plus
Enjoys answering customer questions and finding them solutions
Bilingual in Spanish a plus
Experience in banking, loans or mortgage a plus
Bilingual in Spanish a plus

Responsibilities

Answering and responding to customers by phone and email
Processing customer requests by email or mail
Special projects during slower call volume times
Working directly with Client Services Manager
Reply to questions/concerns
Look up account information
Set up and expire ACH payments
Calculate payment amounts
Request payment and fee adjustments
Upload correspondence and documents in NLS
Send correspondence and documents by email and mail
Document in detail and accuracy all customer interactions in NLS
Client interactions by phone and email
Submit tickets to other departments for account corrections and/or adjustments or doc request
Meet and/or exceed phone performance standards and requirements
Account follow up as needed
Minimum average of 50 customer interactions per day
Assimilate into the Advanced Financial Company Commitment to Excellence culture through understanding, supporting and participating in all elements of Commitment to Excellence.
Demonstrate working knowledge of the service standards.
Regular attendance in conformance with the standards