Client Services Representative I (Bilingual-Spanish)

Marmon Holdings, Inc.•Westlake, OH

19h

About The Position

The primary responsibility of a Client Services Representative (Levels 1 -3) at United Consumer Financial Services (UCFS) is to provide a high level of customer service to merchants and consumers. This role focuses on supporting transactions from application submission to loan contract verification, and finally funding or cancellation. Representatives are expected to assist all inbound or outbound consumer or merchant interactions respectfully and quickly, either by providing direct assistance or routing calls to the appropriate Service Level Representative or other department. UCFS is part of Marmon Holdings, a global industrial organization backed by Berkshire Hathaway, comprising 11 industry groups, 30,000 employees, and $12 billion in annual revenue. The company emphasizes making a positive impact, offering diverse learning and working opportunities, and fostering a culture where employees are empowered.

Requirements

Bilingual-Spanish
Ability to provide a high level of customer service to merchants and consumers.
Ability to assist all inbound or outbound consumer or merchant interactions respectfully and quickly.
Ability to provide direct assistance or route calls to appropriate Service Level Representative or other department.
Ability to accurately and quickly enter and process consumer’s loan application information.
Ability to provide decision responses with confidence and clarity.
Ability to re-contact Clients as needed.
Ability to provide troubleshooting support for Client’s using UCFS Application Portal.
Ability to immediately escalate issues that prevent completion of applications.
Ability to accurately and quickly verify all contracts.
Proficiency in indexing all inbound documents located in the document coordinator tile in System.
Ability to accurately and quickly verify contract obligations with consumer.
Ability to identify any potential fraudulent situations and escalate issues.
Ability to ensure all Scheduled call backs to clients or merchants are completed as promised.
Ability to follow communication procedures, departmental policies, and compliance requirements.
Ability to maintain excellent internal communication within and among department(s).
Ability to use feedback provided by others to improve performance.

Responsibilities

Accurately and quickly enter and process consumer’s loan application information from inbound calls generated by Client’s Sales Representatives (Merchants, Distributors, Call Centers or Store Sale’s personnel).
Provide Client’s with auto generated decision responses regarding application from Underwriting (Approved or Declined) decision responses with confidence and clarity.
Transfer call to Underwriting or as directed by CSR – 2 or Supervisor in the event the loan application requires a manual review and decision by Underwriting.
Re-contact Client’s as needed to aid with application or status of Underwriting decision.
Provide troubleshooting support for Client’s using UCFS Application Portal.
Provide immediate escalation of issues that prevent you or Client from completing Application in a quick and efficient manner.
Accurately and quickly verify all contracts.
Escalate issues with agreement to CSR-2 or Supervisor ASAP.
Be proficient in indexing all inbound documents located in the document coordinator tile in System.
Accurately and quickly verify contract obligations with consumer (via in-bound or outbound call) by using various databases, predefined scripts, and document/update systems accordingly.
Identify any potential fraudulent situations and escalate Consumer and/or Client Sales issues with Application or Contract processing to a CSR-2 or Supervisor.
Ensure all Scheduled call backs to clients or merchants are completed as promised.
Follow communication procedures, departmental policies, and compliance requirements.
Maintain excellent internal communication within and among department(s).
Use feedback provided by others to improve performance.
All other duties as assigned.