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Customer Service Representative

Lawrenceville, GA

Order: 157679
  • Efficiently handle all inbound calls to ensure customer satisfaction and retention of business.

  • Makes arrangements for early stage past due payments based on customer’s financial situations.

  • Creates side notes for customers that require collateral protection insurance.

  • Accepts voluntary repossession from customers and provide solutions that will allow customer to retain vehicle.

  • Processes payments, due date changes, deferments, amendments, payment arrangements, pay-offs, title requests, and insurance status updates.

  • Uses multiple methods of communication, such as email, telephone calls, and mailings; to follow up with customers regarding their account.

  • Accurately complete all required documents and enter information in respective systems for all transactions. Maintain up to date customer contact information.

  • Follows all established policies and procedures within the Account Services department to ensure compliance adherence.

  • Maintains a balance between company policy and customer benefit in decision making.

  • Escalates complex cases to supervisor for resolution while taking accountability of conclusion within scope.

  • Serves as a resource/subject matter expert and may provide training to fellow team members.

  • Achieves required score on department and FDCPA test.

  • Perform other duties as assigned.

Qualifications:

Required

  • High School Diploma/GED

  • 1 year of customer Service

  • Computer Literacy to include Data Entry, Microsoft Word, Excel, & Outlook

  • Exceptional Verbal and Written communication skills

Preferred

  • Some College coursework

  • 1 year of call center, 1st party collections, and/or Buy Here Pay Here experience