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United Consumer Financial Services · 20 hours ago

Client Services Representative

Westlake, OH

Full-time

Onsite

New Grad, Entry Level

United Consumer Financial Services is a part of the global industrial organization Marmon Holdings, committed to making a positive impact and fostering a culture of empowerment. The Client Services Representative is responsible for providing high-level customer service to merchants and consumers, supporting transactions from application submission to loan verification and funding or cancellation.

Financial Services

Responsibilities

Accurately and quickly enter and process consumer’s loan application information from inbound calls generated by Client’s Sales Representatives (Merchants, Distributors, Call Centers or Store Sale’s personnel)

Provide Client’s with auto generated decision responses regarding application from Underwriting (Approved or Declined) decision responses with confidence and clarity

In the event the loan application requires a manual review and decision by Underwriting. Transfer call to Underwriting or as directed by CSR – 2 or Supervisor

Re-contact Client’s as needed to aid with application or status of Underwriting decision

Provide troubleshooting support for Client’s using UCFS Application Portal

Provide immediate escalation of issues that prevent you or Client from completing Application in a quick and efficient manner

Accurately and quickly verify all contracts. In the event there is an issue with agreement escalate to CSR-2 or Supervisor ASAP

Proficient in indexing all inbound documents located in the document coordinator tile in System

Accurately and quickly verify contract obligations with consumer (via in-bound or outbound call) by using various databases, predefined scripts, and document/update systems accordingly

Identify any potential fraudulent situations and escalate Consumer and/or Client Sales issues with Application or Contract processing to a CSR-2 or Supervisor

Ensure all Scheduled call backs to clients or merchants are completed as promised

Follow communication procedures, departmental policies, and compliance requirements

Maintain excellent internal communication within and among department(s)

Use feedback provided by others to improve performance

All other duties as assigned

Ability to perform Level 1 responsibilities at the highest level of proficiency

Review changes in application information (address, Co-buyer changes, income changes, and payment method changes to identify any account that would require a relook and send to Underwriting)

Checking contracts to ensure compliance and accuracy

Effectively log in/out and process outgoing customer verification calls

SLA communication daily with merchants to identify missing, incomplete, or invalid documents to ensure we receive all necessary documents and provide relevant updates

Outbound calls and emails to merchants to advise of any issues that arose during verification

Monitor and review received applications to determine if all paperwork has been received and take the next steps necessary for funding

Review and disposition applications accordingly that are outside the SLA

Monitor and respond to emails in the department email box

Identify and process cancellations that require a charge back to the merchant

Identify resolutions with accounts in problem queue and work with merchants or departments to resolve issues within 15 days

Ability to perform Level 1 & 2 responsibilities at the highest level of proficiency

Ability to trouble shoot merchant questions (portal issues and merchant reporting reconciliations)

Identify departmental needs and adjust priorities based on workload, staffing, customer needs, etc

Assist with training new hires and cross-training current employees

Identify Consumer Complaints and take appropriate actions to charge back account

Ability to handle escalated Client or Consumer calls while maintaining the highest level of consumer service and merchant satisfaction

Applying funds to negative merchant account system and work with sales to reduce current negative balances

Qualification

Customer serviceData entryLoan application processingDocument verificationMulti-taskingComputer proficiencySpanish fluencyInterpersonal skillsAttention to detail