United Consumer Financial Services ยท 3 months ago
Customer Service Representative (Bilingual English - Spanish)
Westlake, OH
Full-time
Hybrid
Entry Level
1+ years expUnited Consumer Financial Services is part of the global industrial organization Marmon Holdings, backed by Berkshire Hathaway, and is committed to making a positive impact on the world. The Inbound Representative is responsible for processing incoming calls related to customer accounts while maintaining positive relationships and ensuring compliance with company policies.
Financial Services
Responsibilities
Adequately process all incoming calls on up-to-date, delinquent, closed or charged-off accounts
Recognize specific scenarios to require specific collection questions answered in compliance with the FTCPA
Properly request all UCFS collection letters (including Attorney letters)
Process end-of-month repurchases
Appropriately request RPC and Accurint reports
Effectively use all options available on the Collection and Inquiries system menus
Identify customer disputes and appropriately code disputes for the problem resolution queue
Utilize the Internet for skip tracing purposes
Schedule one time or recurring EFT bank payments for customer
Schedule one time or recurring credit/debit card payments for customer
Properly process specific customer requests through the flag for review reports
Appropriately request microfilm
Perform additional assignments as required to assist in achieving Team and Company goals
Cross trained to assist in other departments
Point of reference for new employees during on-the-job training
Handle escalated customer issues that require more expertise or authority to resolve
Manage a higher volume of customer inquiries (KPI Based) without compromising quality of service
Must be well-versed in the company's policies and procedures, ensuring compliance and consistency in customer interactions
Must have in-depth understanding of the company's distributor verticals enabling them to provide detailed assistance and customer satisfaction
Qualification
Required
High school diploma or equivalent required
One year collection experience
One year Call Center experience
Knowledge of Billing and Collections procedures
Pass Inbound Skills Assessment Test/Acceptable Key Strokes
Ability to negotiate to work out payment arrangements on accounts that are delinquent on their first payment
Ability to calculate figures and amounts as the relate to settlements on accounts
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
Ability to multi-task in a busy, fast-paced, sometimes stressful and noisy environment with frequent interruptions
Ability to communicate effectively on the phone and in person for up to 8 hours per day
Ability to work effectively with UCFS employees and customers
Ability to read, write and perform mathematical calculations
Ability to attend to detail
Ability to understand and follow UCFS policies, procedures and guidelines
Proficiency with a computer, standard office equipment and computer programs, including but not limited to Microsoft Suite (Outlook, Excel, Word, PowerPoint), Internet/search engine savvy
Company
United Consumer Financial Services
United Consumer Financial Services is a Ohio-based financial services firm.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase