About this role
Description
JOB SUMMARY
We are looking for a skilled Customer Service Representative to join our team. The ideal candidate is bilingual, detail-oriented, possesses strong communication skills, and has a solid understanding of financial products and services. The Customer Service Representative is responsible for all aspects of customer service in a call center environment including but not limited to handling high volumes of incoming customer calls, billing inquiries, setting up customer payments and addressing all account related questions.
RESPONSIBILITIES
- Provide account level information to customers including but not limited to account balances, payment histories, payment setup and payoff requests
- Field phone calls, emails, and chat requests
- Handle incoming correspondence including calls, emails, and chats in an efficient manner in order to meet performance standards
- Research account discrepancies including payment research
- Stay informed of any changes to policies and procedures
- Provide timely resolution of customer complaints, concerns, and inquiries
- Demonstrate the 3 Ps of customer service: Professionalism, Patience and have a “People-First” Attitude
- Demonstrate a willingness to work flexible schedules, weekends, and holidays as necessary in order to meet business needs
QUALIFICATIONS
- High school diploma or equivalent.
- Associate or Bachelor’s degree in related or comparable field preferred. An equivalent combination of education and experience may be considered
- A minimum of 2 years’ experience in Customer Service
KNOWLEDGE AND SKILLS
- Knowledge and experience in a call center environment
- Knowledge of the credit and financial industry
- Excellent customer service focus
- Excellent verbal and written communication skills
- Excellent interpersonal, negotiation, and conflict resolution skills
- Ability to prioritize tasks
- Ability to act with integrity, professionalism, and confidentiality
- Strong communication skills- both written and verbal
- Superior time management and organizational skills
- Ability to work independently and within a team
- Proficient with Microsoft Office Suite or related software
OTHER
- The home office is located in West Des Moines, IA.
- Looking specifically for 10AM - 7PM hours
- Starting at $22 hourly + up to 7.5% monthly incentive pay after first 90 days.
- Bilingual preferred
Other facts
About WATERCRESS FINANCIAL GROUP LLC
Watercress Financial's leadership team has worked together for over 30 years providing home improvement financing options that benefit the contractor partners and homeowners we serve. Along the way we’ve developed a clear understanding of the value we bring to all parties. And while we’ve been successful over all these years, we still strive to innovate and improve, guided by our mission.
OUR MISSION:
To provide home improvement professionals with a range of payment and financing products to help grow their business.
To provide homeowners payment options that ensure they make smart financial decisions for their home improvement projects.
To provide opportunities for our employees and business
partners to meet their career and business objectives.
To do so in a way that creates mutual success for all parties.
What you'll do
- The Customer Service Representative handles all aspects of customer service in a call center, including managing high volumes of incoming calls, addressing billing inquiries, setting up payments, and resolving account-related questions.
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