Customer Service Representative (Bilingual English - Spanish)

Marmon Holdings, Inc.•Westlake, OH

1d•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 Inbound Representative is responsible for processing incoming calls for customers with up-to-date, delinquent, closed or charged-off accounts while maintaining positive relationships with distributors and customers.

Requirements

Ability to negotiate to work out payment arrangements on accounts that are delinquent on their first payment.
Ability to calculate figures and amounts as the relate to settlements on accounts
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 and noisy environment with frequent interruptions.
Ability to communicate effectively on the phone and in person for up to 8 hours per day.
Ability to work effectively with UCFS employees and customers.
Ability to read, write and perform mathematical calculations.
Ability to attend to detail.
Ability to understand and follow UCFS policies, procedures and guidelines.
Proficiency with a computer, standard office equipment and computer programs, including but not limited to Microsoft Suite (Outlook, Excel, Word, PowerPoint), Internet/search engine savvy.
High school diploma or equivalent required.
One year collection experience
One year Call Center experience
Knowledge of Billing and Collections procedures
Pass Inbound Skills Assessment Test/Acceptable Key Strokes

Responsibilities

Adequately process all incoming calls on up-to-date, delinquent, closed or charged-off accounts.
Recognize specific scenarios to require specific collection questions answered in compliance with the FTCPA.
Properly request all UCFS collection letters (including Attorney letters).
Process end-of-month repurchases.
Appropriately request RPC and Accurint reports.
Effectively use all options available on the Collection and Inquiries system menus.
Identify customer disputes and appropriately code disputes for the problem resolution queue.
Utilize the Internet for skip tracing purposes.
Schedule one time or recurring EFT bank payments for customer.
Schedule one time or recurring credit/debit card payments for customer.
Properly process specific customer requests through the flag for review reports.
Appropriately request microfilm.
Perform additional assignments as required to assist in achieving Team and Company goals.
Cross trained to assist in other departments.
Point of reference for new employees during on-the-job training.
Handle escalated customer issues that require more expertise or authority to resolve.
Manage a higher volume of customer inquiries (KPI Based) without compromising quality of service.
Must be well-versed in the company's policies and procedures, ensuring compliance and consistency in customer interactions.
Must have in-depth understanding of the company's distributor verticals enabling them to provide detailed assistance and customer satisfaction.