Consumer Engagement Representative (Hybrid)
Handles inbound and outbound customer contacts, payments, chat support, and issue resolution for powersports loan servicing. Requires bilingual Spanish/English fluency, at least two years of customer service experience, and strong communication and problem-solving skills.
About the job
Responsibilities
- Handle an average of 80 inbound and outbound calls per day.
- Process phone payments.
- Conduct outbound customer interview calls.
- Communicate with and resolve customer issues through online chat.
- Resolve common customer concerns regarding powersports loans.
- Meet monthly productivity and quality goals.
- Comply with federal and state laws regulating collections and servicing activities.
Requirements
- High school diploma or GED.
- At least 2 years of related customer service experience in a fast-paced environment; experience in auto finance or installment loan servicing preferred.
- Collection experience preferred.
- Fluency in English and Spanish.
- Working knowledge of Microsoft Word and Excel.
- Ability to learn web-based systems of record, including LoanPro; training provided.
- Strong verbal and written communication skills.
- Strong interpersonal skills, customer service orientation, and problem-solving ability.
- Flexibility to work schedules that may include overtime, nights, weekends, and holidays.
- Strong work ethic, honesty, reliability, and punctuality.
Benefits
- Medical, dental, and vision plans.
- Up to 20 days of accrued paid time off.
- Generous parental leave.
- 401(k) with company match.
- Educational assistance and tuition reimbursement up to $3,000 per year.
- Recreational safety benefit.
- Wellhub wellness benefit.
Skills
Customer Service, Collections, Loan Servicing, Microsoft Word, Excel, Loanpro, Online Chat, Problem Solving
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