Hybrid Customer Service Representative

Regional Finance•Plano, TX

5d•Hybrid

About The Position

The Customer Service Representative works with external customers and Regional employees to ensure prompt resolution of customer inquiries. The role interacts daily with customers and branch personnel, answering questions, resolving basic technical inquiries, handling complaints, and guiding customers toward resolution. It uses multiple servicing applications and requires accuracy, the ability to perform repetitive work quickly, and meeting deadlines. The representative is also expected to work effectively in cross-functional teams. The position follows a hybrid schedule, working in the office three days per week and remotely two days per week, Monday through Friday.

Requirements

High school diploma or equivalent.
Must pass drug screening and criminal and credit background checks.
Proficiency in Microsoft Office.
Prior customer service experience.
Excellent oral and written communication skills; outgoing and enthusiastic.
Enjoy working in a fast-paced and changing environment.
Highly organized.
Ability to multitask and 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 exceptional support to external customers and Regional employees, with a primary focus on external customers.
Build positive, trusting relationships with clients to support continued patronage and satisfaction.
Maintain current knowledge of company products and services to respond effectively to inquiries.
Serve as a point of contact for customer-facing inquiries and complaints, working with subject matter experts as needed.
Handle inbound interactions from existing customers and prospective clients via phone, email, and other digital communications.
Explain additional services and products to customers as needed.
Demonstrate a thorough understanding of basic system functionalities.
Assist customers by resolving 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.
Maintain records of customer interactions and transactions, including details of inquiries and complaints.
Execute projects as directed by management.
Perform additional duties as assigned.