Customer Service Representative I - Reno, NV

Position Overview

This position is primarily responsible for providing customer service support to external Freedom Road Financial customers on the telephone. The incumbent will answer loan servicing and payment related calls for loan products associated with RVs, motorcycles and other recreational vehicles. This position is also responsible for initiating and/or implementing corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction are maintained by performing the following duties.

Essential Job Functions

• Take customer service phone calls; identify service needs and respond to questions relating to loan information, payoff amounts and process general account maintenance.
• Verify customer account information. Confirm pertinent customer information and update any customer information that needs to be corrected/updated such as phone numbers or addresses.
• Answer customer questions, take payments if necessary and research customer service problems and inquiries; follow up with customers to resolve concerns or difficulties in prompt manner.
• Maintain customer records by noting details from the call-in account messages.
• Ensure that each customer receives outstanding customer service by providing a friendly environment. Greet each customer warmly and once serviced give a kind farewell greeting.
• Administer the customer service inbox; respond to customers directly or forward emails to other departments or staff members in timely manner.
• Between phone calls or during down time, monitor voicemails, emails, queuing in titles and e-titles, organize titles, manage return mail and break down loan files.
• Ensure operational integrity through compliance with all policies, procedures and regulations.

Minimum Requirements:

• High school diploma (or equivalent) and one year of related experience (customer service, or related); or equivalent combination of education and experience.
• Must work a flexible schedule inclusive of overtime to meet business needs.
• Must beable to work 100% onsite during training (4-6 months); thereafter may work a hybrid work schedule including three days onsite and two days remote.

Competencies

• Excellent oral/written communication and active listening skills.
• Strong attention to detail and accuracy while maintaining work in a fast-paced environment
• Ability to remain calm and professional in stressful situations.
• Meet or exceed daily productivity rate of 85% or higher in heavy call volume environment.
• Ability to maintain high degree of confidentiality.
• Friendly, courteous, customer service-oriented, and flexible.
• Ability to work independently and productively with minimum supervision; able to
• manage multiple projects.
• Ability to recognize problems, identify possible causes and resolve problems with little
• Involvement from management.

Preferred, but not required

• Bi-lingual English and Spanish

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Base pay: $18.00 - $19.00/hour. Old Second is committed to fair and equitable pay practices. Pay is dependent upon the pay range and the incumbent's knowledge, skills and experience.

Variable pay: Eligible to participate in the monthly Customer Service Incentive Plan and Perfect Attendance Bonus. Payment varies based upon departmental activities.

Benefits: How We Support You - Old Second