Customer Relations Rep

Security Finance•Spartanburg, SC

48d

About The Position

In this role, you will be handling direct/indirect disputes. You will investigate and resolve disputes/complaints, ensuring they are handled accurately and promptly, in compliance with regulations and company policies. You may also assist with special projects to include credit reporting and pre/post audits of Metro 2 files. As a Customer Relations Representative, you will: Handle incoming customer service calls and written inquires related to credit reporting issues from customers and consumers. Determine the best course of action for addressing customer complaints, including deciding when an issue needs to be escalated to higher management. Track customer complaints and concerns from start to finish, ensuring resolution in line with credit reporting agency guidelines and company policies. Follow up on delegated customer service issues to ensure timely closure and resolution. Utilize web-based tools like E-Oscar and E-Port to access credit disputes, working with branches to determine if updates to a consumer's credit information are necessary. Communication the final resolution of complaints and concerns to customers and management, both verbally and in writing. Provide cross-training to team members to ensure adequate coverage and team preparedness. Able to work Monday through Friday 10:00 AM - 7:00 PM Maintain consistent and punctual attendance.

Requirements

Possess a High School Diploma or equivalent
Are proficient in Microsoft Office applications, with strong skills in Excel, Word, and PowerPoint
Have the ability to learn finance company office procedures, credit reporting regulations, FCRA (Fair Credit Reporting Act), and credit reports
Demonstrate excellent verbal and written communication skills
Bring prior customer service experience, especially in managing complaints and disputes
Must be able to work Monday through Friday 10:00 AM - 7:00 PM

Nice To Haves

Bilingual skills in Spanish, both written and verbal
Have a solid understanding of finance company office procedures, credit reporting regulations, FCRA (Fair Credit Reporting Act), and credit reports
Familiarity with ACDV (Automated Credit Dispute Verification) and AUD (Automated Universal Data) forms.

Responsibilities

Handle incoming customer service calls and written inquires related to credit reporting issues from customers and consumers.
Determine the best course of action for addressing customer complaints, including deciding when an issue needs to be escalated to higher management.
Track customer complaints and concerns from start to finish, ensuring resolution in line with credit reporting agency guidelines and company policies.
Follow up on delegated customer service issues to ensure timely closure and resolution.
Utilize web-based tools like E-Oscar and E-Port to access credit disputes, working with branches to determine if updates to a consumer's credit information are necessary.
Communication the final resolution of complaints and concerns to customers and management, both verbally and in writing.
Provide cross-training to team members to ensure adequate coverage and team preparedness.
Able to work Monday through Friday 10:00 AM - 7:00 PM
Maintain consistent and punctual attendance.

Benefits

Top-Notch Training: We're committed to your success, offering training that equips you with everything you need to excel in your role.
Medical Insurance (minimal cost to employees)
Dental, life insurance, short- and long0term disability
Profit sharing, 401(k) with company match
Paid sick leave, holidays and vacation time
Community Engagement: Join a company that actively contributes to local charities, food banks, schools, and more
Career Growth: We believe in promoting from within and providing employees with the tools and support to grow their careers.
Stability and Impact: As a leader in the financial services industry since 1955, we are committed to providing safe, reliable financial services to our customer, treating them with respect, and helping them through difficult times.

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