Job Description
Job Description
Job purpose
M-F 8:30 am-5:30 pm
The Customer Service Representative will assist the Branch Manager with overall operations of the branch office, in particular, customer relations, accounts building and compliance. The CSR will perform in accordance with RMC’s Mission, Vision and Shared Values.
Duties and responsibilities
• Develop and improve customer relations and provide exceptional service to all customers.
• Grow account volume through good judgment and effective customer solicitations at counter and by telephone.
• Comply with all company policies and all State and Federal lending regulations; title recording and maintain report.
• Minimize delinquent debt through appropriate telephone collection activities.
• Post all payments and fees to customer accounts in compliance with Company Policy.
• Data entry of loan application and documents.
• Take and process credit loan applications. Sign checks for loans, branch expenses and money remittances. Close loans as directed by the Manager.
Minimum Qualifications
• High School Diploma or Equivalent.
• Computer literacy.
• Data entry proficiency.
• Basic math.
• Must criminal background check.
Preferred Qualifications
• Experience in a public-facing position.
• Experience in consumer finance industry.
Critical Competencies
• Demonstrated customer service skills.
• Excellent verbal (phone and in-person) communication skills.
• Customer service oriented with a personality that relates well with a broad spectrum of people, including external customers, branch colleagues, and corporate co-workers.
• Calm under pressure.
• Proven ability to multi-task.
• High degree of integrity.
• Communicates with confidence.
• Sales mentality.
Working conditions
This position works in a Branch office providing customer services to customers and potential customers in person and over the phone. The CSR typically works 9am to 6pm Monday through Friday with some Saturdays required. Overtime may be required.
Physical requirements
The CSR spends the majority of the time sitting while performing work on a computer. Heavy data entry.
• Proficiency in Microsoft Office Suite, with a particular emphasis on Microsoft Excel
• Proven experience in collecting outstanding debts
• Demonstrated ability in collecting payments in a timely manner
• Experience with commercial collections
• Proficiency in consumer collections
• Understanding of credit collection processes
• Experience in debt collection, adhering to the Fair Debt Collection Practices Act
• Familiarity with third party collections procedures
• Fluency in Spanish, both verbal and written, for effective communication with diverse clients
• Proven experience in Spanish translation
• Prior experience in a call center environment
• Demonstrated ability to provide excellent call center customer service
• Understanding of call center metrics and how to utilize them to improve performance
• Experience in call center operations, preferably in a fast-paced environment
• Experience in an inbound call center setting
• Previous experience in a call center is highly desirable.