Hybrid Customer Service Representative

Regional Finance (Regional Management Corp.)•Plano, TX

6d•Hybrid

About The Position

The Customer Service Representative works with external customers and Regional employees to ensure prompt resolution of customer inquiries. The role primarily supports external customers and interacts daily with customers and branch personnel to answer questions, resolve basic technical inquiries, handle complaints, and guide customers through resolution. The representative uses multiple servicing applications and must work accurately, perform repetitive tasks, work quickly, and meet deadlines. The candidate should work effectively in cross-functional teams. The position follows a hybrid schedule, Monday through Friday, with three days in the office and two days working remotely.

Requirements

High school diploma or equivalent.
Must pass drug screening and criminal and credit background checks.
Proficiency in Microsoft Office.
Prior customer service experience.
Outgoing and enthusiastic, with excellent oral and written communication skills.
Ability to work in a fast-paced and changing environment.
Highly organized.
Ability to multitask.
Ability to manage deadlines.
Data entry proficiency.
Bilingual in Spanish and English.

Nice To Haves

Experience in an inbound contact center environment.
Consumer finance or banking experience.

Responsibilities

Provide support to external customers and Regional employees, primarily external customers.
Build positive, trusting relationships with clients to encourage continued patronage and satisfaction.
Maintain current knowledge of company products and services to respond effectively to inquiries.
Act as a contact for customer-facing inquiries and complaints, working with subject matter experts as needed.
Handle inbound interactions from existing customers and prospective clients by phone, email, and other digital communications.
Explain additional services and products to customers as needed.
Understand and use basic system functionalities.
Resolve customer disputes and complaints.
Forward customer questions or concerns to the appropriate Regional department or branch when necessary.
Complete timely follow-ups with customers and Regional employees as needed.
Address escalations and complaints by engaging appropriate subject matter experts for quick resolution.
Engage executive leadership when necessary.
Record customer interactions and transactions, including details of inquiries and complaints.
Execute projects as directed by management.
Perform additional duties as assigned.