Customer Service


  • Job ID:

    1916
  • Pay rate range:

    $20 - $25
  • City:

    New Holland
  • State:

    Pennsylvania
  • Duration:

    08/05/2019 - 03/05/2020
  • Job Type:

    Contract
  • Job Description

    Pay: $20-$25 per hour

    Duration: 7+months


    Job Description:

    The Customer Service Analyst is responsible for providing exceptional customer service to a captive portfolio. The primary function of this position is to respond to customer, dealer, and 3rd party verbal and written inquiries via first call resolution with timely, accurate, and consistent responses to a customer account or dealer general inquiries. 

    • Answer incoming calls and respond to written requests in the call center while meeting established service level targets and providing guidance and exceptional customer service while promoting customer loyalty and first call resolution for customer service: 
    • Assist end customers, dealers, third parties and internal customers in obtaining accurate and timely information regarding accounts, inquiries, or general business procedures. Account inquiries may include but are not limited to requests for payoff, account balance, interest paid, payment schedule information, and reproduction of statements or other documentation and correspondence 
    • Assist customers with technical issues and provide resolution for online self-service website navigation, troubleshooting, and profile information 
    • Review, research, perform calculations and respond to customer (internal/external) e-mail inquiries, dealer and third-party requests received in the customer service group e-mail box promptly. Such items may include, but are not limited to, payoffs and partial payoff requests, my account inquiries, credit reference requests, dealer inquiries, respond to voicemails, billing statement requests, insurance-related inquiries, etc. 
    • Negotiate, approve, and initiate financial changes and other account maintenance requests within established Delegation of Authority, while demonstrating sound decision-making skills to protect the company's interests at the same time ensuring proper customer satisfaction. Such items may include but are not limited to: principal and interest waivers, fee waivers, correction of payment misapplications, partial payoff calculations and customer disbursements or refunds, payment schedule changes, address/phone number changes, collateral substitutions and transfer of contract. 
    • Work within established guidelines for the handling of Non-Public Personal Information (NPI) and appropriate Delegation of Authority (DOA) levels and within the framework of established procedures, workflows and approval authorities to ensure compliance with federal, state, and local requirements as well as the parameters for risk management to minimize loss to Company.
    • Perform miscellaneous duties, tasks, and projects as assigned, which include, but are not limited to: System testing, workflow, and procedure updating and creation, cross-functional and departmental projects, peer training and support, customer account reconciliation or escalated issue resolution. 

    Requirements: 

    • Flexible working environment including holidays, weekends, and late nights as needed 
    • Effective customer service, follow-up and written and verbal communication skills with proper phone etiquette, as evidenced by the ability to discuss issues with dealers and customers positively and constructively. 
    • Proven ability to multi-task and manage multiple initiatives concurrently and with a high degree of detail as evidenced by strong interpersonal, facilitation, communication, and problem-solving skills. 
    • Demonstrated ability to identify customer/dealer needs and communicate those to management by meeting stated performance objectives 
    • Demonstrated sense of urgency and follow-through while maintaining a passion for continuous improvement 
    • Proven ability to work in an effective team environment with a demonstrated ability to interface with peers and management 
    • Proficiency in all MS Office programs including, but not limited to: Utilization and update capabilities in Excel, Word, and PowerPoint. 

    Education Requirements: 

    • BA or BS in finance, business administration or related fields or continued course work for future graduation preferred


    #PCO

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