Client Services Representative (Bilingual/Spanish)

Marmon Holdings, Inc.•Westlake, OH

About The Position

The Client Services Representative is responsible for providing a high level of customer service to our merchants and consumers. As a Representative of UCFS your focus will be supporting transactions from application submission to loan contract verification and finally funding or cancellation. Representative must be able to assist all inbound or outbound consumer or merchant interactions respectfully and quickly by providing direct assistance as defined below or route call to appropriate Service Level Representative or other department.

Requirements

High school diploma or GED.
Call center/customer service experience a plus.
Superior service skills and desire to help our customers.
Experienced data entry and testing may be required.
Maintain alphanumeric data entry accuracy rate of 95% or above.
Spanish language fluency required.

Responsibilities

Accurately and quickly enter and process consumer’s loan application information from inbound calls generated by Client’s Sales Representatives.
Provide Client’s with auto generated decision responses regarding application from Underwriting (Approved or Declined) decision responses with confidence and clarity.
In the event the loan application requires a manual review and decision by Underwriting. Transfer call to Underwriting or as directed by CSR – 2 or Supervisor.
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. In the event there is an issue with agreement escalate to CSR-2 or Supervisor ASAP.
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.