Consumer Engagement Representative (Hybrid)
Irving, TXCustomer SupportHybrid2+ YOE
Summary
Handles high-volume inbound/outbound calls, processes payments, resolves powersports loan issues via phone and chat. Requires 2+ years customer service experience, strong communication skills, and flexibility for varied shifts.
About the role
Responsibilities
- Handle an average of 80 inbound and outbound calls per day.
- Process phone payments.
- Conduct outbound customer interview calls.
- Communicate and resolve customer issues via online chat channel.
- Resolve common customer concerns regarding their powersports loan.
- Meet monthly productivity and quality goals.
- Comply with all federal and state specific laws that regulate collections and servicing activities.
Requirements
- HS Diploma or GED required (some college coursework a plus).
- Preferably two years of Customer Service experience, ideally in auto finance or an installment loan portfolio. Collection experience is a plus.
- Minimum of 2 years related customer service experience in a fast-paced environment.
- Working knowledge of Word and Excel.
- Able to master use of web-based system of record (LoanPro) – Training Provided.
- Strong communication skills both verbally and written (phone and chat). Bi-Lingual English/Spanish a plus.
- Excellent “people” skills, strong customer service attitude, and problem solving ability.
- Able to work a flexible schedule which may include some overtime, nights, weekends, and holidays; Honest with strong work ethic, punctual.
Benefits
- Robust Health Care Plans (Medical, Dental & Vision)
- Up to 20 Days PTO (Accrued)
- Generous Parental Leave
- Retirement Plan (401k with Company Match)
- Educational Assistance/Tuition Reimbursement up to $3K/year
- Powersports Safety Benefit
- Wellhub (Gympass) Wellness Benefit
Skills
Microsoft WordMicrosoft ExcelLoanProCustomer ServiceCollectionsChat SupportPhone Support