Bilingual - Customer Care Specialist - San Antonio, TX

1st Franklin Financial Corporation•San Antonio, TX

65d•Onsite

About The Position

The Customer Care Specialist serves as the primary point of contact for customers at 1st Franklin Financial Corporation. This role involves answering inbound calls, taking payments, providing account servicing, and addressing customer inquiries, disputes, and complaints. The ideal candidate delivers exceptional customer service while ensuring compliance with company policies and regulatory requirements. Bilingual (English/Spanish)

Requirements

High School Diploma or equivalent
Serving our customers by working onsite at the Branch Office Support (BOSC) is an essential function of this job (working from home is not permitted under any circumstances)
Strong verbal and written communication skills
Proficiency in using customer service software, payment systems, and Microsoft Office Suite
Ability to handle challenging situations with patience and professionalism
Detail-oriented with strong organizational skills
Problem-solving abilities and the capacity to work under pressure
Customer-focused with a positive attitude and a genuine desire to help others
Team player who is adaptable and eager to learn
Dependable and punctual with strong work ethics
Demonstrate the ability to analyze relevant information and apply individual judgement
Must possess a valid driver's license and the ability to operate an automobile

Nice To Haves

Relevant experience
Ability to understand how this function aligns with business priorities, culture change, organization design, and strategic planning
1+ year of customer service experience, preferably in a financial services or consumer finance environment.

Responsibilities

Answer inbound customer calls promptly and professionally, addressing inquiries regarding accounts, payments, and loan services
Assist customers in understanding their account details, loan terms, and payment schedules
Identify customer needs and offer solutions to address concerns
Proactively suggest options to customer to improve overall experience
Work collaboratively with team members and other departments to ensure seamless service delivery
Share insights and feedback with management to improve processes
Process customer payments accurately and efficiently using the company's payment systems
Provide confirmations and troubleshoot any payment-related issues
Update customer account information as needed, including contact details and preferences
Assist customers with account balances, due dates, and payoff quotes
Investigate and resolve customer disputes regarding account charges, payments, or loan terms
Escalate complex disputes to supervisors or specialized departments when necessary
Handle customer complaints with professionalism and empathy, striving to resolve issues to the customer's satisfaction
Document all complaints accurately in the system and follow up as required