CUSTOMER SERVICE REPRESENTATIVE Fielding calls from new customers or existing customers. New customers are calling to set up new accounts. Existing customers may be calling to extend their due dates on their loan or to ask for renewal on their loan. · Provide quality customer service with each customer interaction · Welcome potential customers. Provide complete and accurate product information. Assist with loan application. · Support existing customers with various account management requests · Perform application support processes (verifications, supporting documents processing, etc.) · Utilize technology for all day-to-day activities (phone system, account management system, email system, etc.) · Special projects as assigned
Fielding calls from new customers or existing customers. New customers are calling to set up new accounts. Existing customers may be calling to extend their due dates on their loan or to ask for renewal on their loan.
· Provide quality customer service with each customer interaction · Welcome potential customers. Provide complete and accurate product information. Assist with loan application. · Support existing customers with various account management requests · Perform application support processes (verifications, supporting documents processing, etc.) · Utilize technology for all day-to-day activities (phone system, account management system, email system, etc.) · Special projects as assigned
Required Skills and Competencies · Communication: Communicates effectively. Is proactive in identifying opportunities for improvement in process, policies and customer service solutions. Communicates clearly, in both verbal and written form. · Ethics and Responsibility: Acts with dignity and respect, connecting with both internal and external partners. Gains confidence and trust of others through principled behavior. · Flexibility/Adaptability: Demonstrates adaptability. Works effectively in faces of stress, ambiguity, difficult situations and changing priorities. Champion of change through their support of the company's ongoing efforts to resist the status quo. · Ownership: Achieve successful results by focusing on performance that enhances the customer experience and apply a sense of urgency in your efforts to create value for the company. · Teamwork: Builds effective working relationships and collaborates as a team player, using positive flow of communication when voicing concerns. Key Measurements · Quality: Exhibits a commitment to quality account handling by maintaining a monitoring score of “Solid” or better · Attendance/Adherence to Schedule: Limit break and personal time to 10% of work time staffed. Follow all aux codes rules and processes. Show a dedication to adherence to schedule by following all assigned start, end, break and lunch schedul es. Displays dedication to attendance by working to obtain perfect attendance credit points and avoiding written and final warnings for attendance throughout the review period. · Job Knowledge: Exhibit knowledge of, and practice adherence to current standard operating procedures through consistent reference to on-line SOP documents and successful completion of quarterly audits. Follows company policies and procedures regarding the handling of each specific product. · Accuracy/Thoroughness: Notates full and complete information. Taking care to update all contact information.