Customer Service Specialist
About The Position
The Customer Service Specialist will provide exceptional customer service by handling customer inquiries and claims related to their loans. This role involves managing inbound and outbound calls, responding to customer questions via multiple channels, and collaborating with other departments to resolve issues. The specialist will also be responsible for investigating complaints, detecting fraudulent applications, maintaining accurate records, and ensuring compliance with company policies and regulations. A key aspect of the role is becoming an expert on loan products and processes, providing feedback for service improvement, and adapting to policy changes while maintaining high quality.
Requirements
- High school diploma or equivalent; related field preferred.
- Previous experience in customer service is mandatory; a minimum of 2-3 years of experience is recommended.
- Excellent communication and interpersonal skills.
- Strong problem-solving and conflict resolution abilities.
- Working knowledge of various loan structures, payment schedules, amortizations, interest rates.
- Proficiency in Microsoft Office (Word, Excel, PowerPoint).
- Familiarity with Loan Management Systems (LMS) is required.
- Working knowledge of financial services regulations together with all internal policies and procedures.
- Ability to work on-site at our Foothill Ranch, CA office.
Nice To Haves
- Bachelor’s degree
- Experience in founding, co-founding or working in a fast-paced startup environment.
- Experience in Powersports Finance Industry (motorcycle, ATVs UTVs, PWCs)
- Experience in a FinTech startup.
- Bachelor’s degree or Advanced Professional degree
Responsibilities
- Provide exceptional customer service by handling customer inquiries and claims related to their loans.
- Handle inbound and outbound calls, totaling 100+ calls per day.
- Respond to customer questions, concerns, and issues via phone, email, and other communication channels.
- Communicate with Dealer Partners to resolve issues and obtain additional information when necessary.
- Investigate and resolve customer complaints in a timely and professional manner.
- Detect suspicious and fraudulent loan applications.
- Maintain accurate and up-to-date records of customer interactions and transactions.
- Collaborate with other departments to ensure prompt resolution of customer issues.
- Assist in developing and implementing customer service policies and procedures.
- Be an expert on our loan products and processes.
- Provide feedback and suggestions for improving customer service processes and enhancing customer satisfaction.
- Adapt to changing policy and procedures on a constant basis while maintaining high quality to your work.
- Ensure compliance with company policies, regulatory requirements, and industry standards.
- Review financial documents submitted by the borrower.
- Meet and/or exceed production, quality, and customer service goals.
- All other job duties assigned.
Benefits
- Competitive salary based on experience
- Medical, Dental, Vision and Pet insurance
- 401(k) match
- Life and Disability benefits
- Generous PTO policy
- Up to 12 paid company holidays
- Employee discounts on Kawasaki products
- Onsite fitness center
- Kawasaki Kafé
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
