Customer Service Specialist I

Foundation Finance Company, LLC • Rothschild, WI

4d • $18 - $19 • Remote

About The Position

The expectations of this role are to respond to customer service inquiries to troubleshoot problems, provide requested information, and handle complaints regarding the organization's products or services. This role involves handling incoming calls regarding customer account questions, performing callbacks, processing routine payments, and advising customers on available resources like the online portal or IVR. The specialist will relay information about interest, statements, and other account questions, identify delinquent accounts, and direct them to the appropriate areas for assistance, aiming for one-call resolutions. Additionally, the role supports department administrative tasks such as working reports and emails, and assists with new hire training by providing training, shadowing, and reporting progress to management. The position requires prompt and regular attendance, the ability to take direction, work well with others, perform accurately under stress and deadlines, and react productively to change.

Requirements

• Associate's degree in business, finance, communication, marketing or related field OR relevant applicable experience.
• Strong computer skills including Word, Excel, Internet, email.
• Professional phone presence and excellent verbal and written communication skills.
• Strong persuasion and negotiation skills.
• Able to handle stressful conversations with tact and diplomacy to yield the desired results.
• Strong typing skills.
• Strong attention to detail.
• Must be able to come to work promptly and regularly.
• Must be able to take direction and work well with others.
• Must be able to work under the stress of deadlines.
• Must be able to concentrate and perform accurately.
• Must be able to react to change productively.

Responsibilities

• Handles incoming calls regarding customer account questions and performs callbacks on accounts as required.
• Processes routine over the phone payments for customers.
• Advises customers on available resources, including, but not limited to, use of online portal, IVR, or other methods.
• Proficiently relay information to customers relating to interest, statements, and other account questions.
• Recognizes delinquent, or potentially delinquent, accounts and directs calls to the proper areas for assistance.
• Utilize company resources to achieve one-call resolutions.
• Assists with other department administrative tasks that may include working reports, emails, and/or in office tasks.
• Supports new hire training efforts by training and shadowing with employees, providing reports on progress to Management.
• Other duties as assigned by management.

Benefits

• Day-one Health Benefits (medical, dental, vision, and flexible spending options like HSA or FSA accounts).
• 401(k) with company match enrollment on day-one.
• Paid, Sick and Volunteer Time Off
• Paid Parental Leave Options
• Employer Paid Life and Disability
• Wellbeing on Demand Program
• Flexible Work Environment with a casual dress code

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree