Client Services Representative

Marmon Holdings, Inc.•Westlake, OH

3d•Hybrid

About The Position

As a part of the global industrial organization Marmon Holdings—which is backed by Berkshire Hathaway—you’ll be doing things that matter, leading at every level, and winning a better way. We’re committed to making a positive impact on the world, providing you with diverse learning and working opportunities, and fostering a culture where everyone’s empowered to be their best. The primary responsibility of a Client Services Representative (Levels 1 -3) is to provide 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. CLIENT SERVICES REPRESENTATIVE – LEVEL 1 (All Levels) Application Support: 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. 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. Loan Verification Support: 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. All other duties as assigned. CLIENT SERVICES REPRESENTATIVE – LEVEL 2 ADDITIONAL SCOPE: Ability to perform Level 1 responsibilities at the highest level of proficiency. Review changes in application information (address, Co-buyer changes, income changes, and payment method changes to identify any account that would require a relook and send to Underwriting). Checking contracts to ensure compliance and accuracy. Effectively log in/out and process outgoing customer verification calls SLA communication daily with merchants to identify missing, incomplete, or invalid documents to ensure we receive all necessary documents and provide relevant updates. Outbound calls and emails to merchants to advise of any issues that arose during verification. Monitor and review received applications to determine if all paperwork has been received and take the next steps necessary for funding. Review and disposition applications accordingly that are outside the SLA. Monitor and respond to emails in the department email box. Identify and process cancellations that require a charge back to the merchant. Identify resolutions with accounts in problem queue and work with merchants or departments to resolve issues within 15 days. CLIENT SERVICES REPRESENTATIVE – LEVEL 3 ADDITIONAL SCOPE: Ability to perform Level 1 & 2 responsibilities at the highest level of proficiency. Ability to trouble shoot merchant questions (portal issues and merchant reporting reconciliations). Identify departmental needs and adjust priorities based on workload, staffing, customer needs, etc. Assist with training new hires and cross-training current employees. Identify Consumer Complaints and take appropriate actions to charge back account. Ability to handle escalated Client or Consumer calls while maintaining the highest level of consumer service and merchant satisfaction. Applying funds to negative merchant account system and work with sales to reduce current negative balances.

Requirements

Excellent written, verbal and interpersonal skills.
Superior customer service skills and desire to help consumers.
Self-motivated; can complete tasks without being asked.
Strong commitment to high quality of service.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Ability to multi-task in a busy, fast-paced, sometimes stressful environment with frequent interruptions.
Ability to support and maintain confidential relationships, processes, and information.
Ability to communicate effectively on the phone and in person.
Can verbally articulate requests for information professionally.
Ability to work quickly in accordance with organizational time constraints.
Ability to read, write and perform mathematical calculations.
Ability to attend to detail.
Ability to understand and follow UCFS policies, procedures, and guidelines.
Ability to promote a positive work environment for current and prospective employees.
Proficiency with a computer, standard office equipment and computer programs, including but not limited to Outlook, Internet/search engines, online programs.
High school diploma or GED.
Maintain alphanumeric data entry accuracy rate of 95% or above.
For certain positions, Spanish language fluency may be required.

Nice To Haves

MS Office a plus.
Call center/Customer Service experience a plus but not required.
Superior service skills and desire to help our customers.
Experienced Data Entry and testing may be required.

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.
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.
All other duties as assigned.
Ability to perform Level 1 responsibilities at the highest level of proficiency.
Review changes in application information (address, Co-buyer changes, income changes, and payment method changes to identify any account that would require a relook and send to Underwriting).
Checking contracts to ensure compliance and accuracy.
Effectively log in/out and process outgoing customer verification calls
SLA communication daily with merchants to identify missing, incomplete, or invalid documents to ensure we receive all necessary documents and provide relevant updates.
Outbound calls and emails to merchants to advise of any issues that arose during verification.
Monitor and review received applications to determine if all paperwork has been received and take the next steps necessary for funding.
Review and disposition applications accordingly that are outside the SLA.
Monitor and respond to emails in the department email box.
Identify and process cancellations that require a charge back to the merchant.
Identify resolutions with accounts in problem queue and work with merchants or departments to resolve issues within 15 days.
Ability to perform Level 1 & 2 responsibilities at the highest level of proficiency.
Ability to trouble shoot merchant questions (portal issues and merchant reporting reconciliations).
Identify departmental needs and adjust priorities based on workload, staffing, customer needs, etc.
Assist with training new hires and cross-training current employees.
Identify Consumer Complaints and take appropriate actions to charge back account.
Ability to handle escalated Client or Consumer calls while maintaining the highest level of consumer service and merchant satisfaction.
Applying funds to negative merchant account system and work with sales to reduce current negative balances.