NSL - Customer Service Representative I, II, III (Oakbrook)
About The Position
Old Second is hiring Customer Service Representatives at levels I, II, and III to provide telephone support to external Freedom Road Financial customers. The role handles loan servicing and payment calls related to motorcycles and other recreational vehicles, with the goal of maintaining excellent service and customer satisfaction. Responsibilities shared across levels include answering questions about loans and payoff amounts, processing general account maintenance, verifying and updating customer information, taking payments when needed, researching and resolving inquiries, documenting calls, and complying with policies, procedures, and regulations. Level II roles also administer the customer service inbox, monitor voicemails and emails, assist with title-related queues and records, manage return mail, break down loan files, and may help train colleagues or suggest process improvements. Level III representatives serve as subject matter experts, guide peers, and handle escalated situations. Hiring level depends on business needs and the incumbent’s qualifications. Level I and II require a high school diploma or equivalent and one year of related experience, or an equivalent combination of education and experience. Level III requires a high school diploma or equivalent and two years of related experience, or an equivalent combination. All levels require a flexible schedule that includes overtime as needed to meet business needs. Compensation is hourly and varies by level, with eligibility for monthly incentive and perfect-attendance bonus plans.
Requirements
- For Levels I and II: high school diploma or equivalent and one year of related experience in customer service or a related field, or an equivalent combination of education and experience.
- For Level III: high school diploma or equivalent and two years of related experience in customer service or a related field, or an equivalent combination of education and experience.
- Must work a flexible schedule inclusive of overtime to meet business needs.
- Excellent oral and written communication and active listening skills.
- Strong attention to detail and accuracy in a fast-paced environment.
- Ability to remain calm and professional in stressful situations.
- Ability to meet or exceed a daily productivity rate of 85% in a heavy call-volume environment.
- Ability to maintain a high degree of confidentiality.
- Friendly, courteous, customer-service-oriented, and flexible.
- Ability to work independently and productively with minimum supervision and manage multiple projects.
- Ability to recognize problems, identify possible causes, and resolve problems with little management involvement.
Nice To Haves
- Bilingual English and Spanish; all levels.
- Three or more years of loan payment or servicing and/or call center experience; Level III.
Responsibilities
- Answer customer service calls about loan information, payoff amounts, and general account maintenance.
- Verify customer account information and correct or update details such as phone numbers and addresses.
- Answer customer questions, take payments when necessary, and research service problems and inquiries.
- Follow up promptly with customers to resolve concerns or difficulties.
- Maintain customer records by documenting details from calls and account messages.
- Provide friendly, courteous service and greet customers warmly, including a kind farewell.
- Ensure operational integrity by complying with policies, procedures, and regulations.
- For Level II: administer the customer service inbox by responding directly or forwarding emails to appropriate departments or staff in a timely manner.
- For Level II: during downtime, monitor voicemails and emails, manage title queues and e-titles, organize titles, manage return mail, and break down loan files.
- For Level II: may assist in training new colleagues and provide management with process-improvement feedback.
- For Level III: serve as a subject matter expert, guide peers, and handle escalated situations.
Benefits
- Eligible to participate in the monthly Customer Service Incentive Plan; payment varies based on departmental activities.
- Eligible for the Perfect Attendance Bonus; payment varies based on departmental activities.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
