Customer Service Representative (Bilingual English - Spanish)

United Consumer Financial Services Compa

As a part of the global industrial organization Marmon Holdings—which is backed by Berkshire Hathaway—you’ll be doing things that matter, leading at every level, and winning a better way. We’re committed to making a positive impact on the world, providing you with diverse learning and working opportunities, and fostering a culture where everyone’s empowered to be their best.

The Inbound Representative is responsible for processing incoming calls for customers with up-to-date, delinquent, closed or charged-off accounts while maintaining positive relationships with distributors and customers.

ESSENTIAL DUTIES & RESPONSIBILITIES

REPRESENTATIVE I

• Adequately process all incoming calls on up-to-date, delinquent, closed or charged-off accounts.
• Recognize specific scenarios to require specific collection questions answered in compliance with the FTCPA.
• Properly request all UCFS collection letters (including Attorney letters).
• Process end-of-month repurchases.
• Appropriately request RPC and Accurint reports.
• Effectively use all options available on the Collection and Inquiries system menus.
• Identify customer disputes and appropriately code disputes for the problem resolution queue.
• Utilize the Internet for skip tracing purposes.
• Schedule one time or recurring EFT bank payments for customer.
• Schedule one time or recurring credit/debit card payments for customer.
• Properly process specific customer requests through the flag for review reports.
• Appropriately request microfilm.
• Perform additional assignments as required to assist in achieving Team and Company goals.

REPRESENTATIVE II

• Cross trained to assist in other departments.
• Point of reference for new employees during on-the-job training.
• Handle escalated customer issues that require more expertise or authority to resolve.
• Manage a higher volume of customer inquiries (KPI Based) without compromising quality of service.
• Must be well-versed in the company's policies and procedures, ensuring compliance and consistency in customer interactions.
• Must have in-depth understanding of the company's distributor verticals enabling them to provide detailed assistance and customer satisfaction.

SKILLS & ABILITIES

• Ability to negotiate to work out payment arrangements on accounts that are delinquent on their first payment.

• Ability to calculate figures and amounts as the relate to settlements on accounts
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Ability to multi-task in a busy, fast-paced, sometimes stressful and noisy environment with frequent interruptions.
• Ability to communicate effectively on the phone and in person for up to 8 hours per day.
• Ability to work effectively with UCFS employees and customers.
• Ability to read, write and perform mathematical calculations.
• Ability to attend to detail.
• Ability to understand and follow UCFS policies, procedures and guidelines.
• Proficiency with a computer, standard office equipment and computer programs, including but not limited to Microsoft Suite (Outlook, Excel, Word, PowerPoint), Internet/search engine savvy.

KEY PERFORMANCE INDICATORS

• Dollars collected per hour
• Log Time
• Wrap Time
• Contacts Per Hour

MINIMUM QUALIFICATIONS

• High school diploma or equivalent required.
• One year collection experience
• One year Call Center experience
• Knowledge of Billing and Collections procedures
• Pass Inbound Skills Assessment Test/Acceptable Key Strokes

WORKING CONDITIONS

This position operates in a professional office environment at UCFS offices in Westlake, Ohio.

This is typically a full-time position, which is defined as being scheduled to work up to 40 hours or more per week. UCFS is open for operation 7 days a week, and most holidays. Representatives work Monday through Friday on the day or early evening shift, and may be called upon to work overtime, night-time and weekend hours (two weekends required each month) or permanently change their schedules as job duties demand. #LI-Hybrid

Following receipt of a conditional offer of employment, candidates will be required to complete additional job-related screening processes as permitted or required by applicable law.

We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to [email protected], and please be sure to include the title and the location of the position for which you are applying.