Customer Relations Representative

Compensation

: $108,550.00 - $169,070.00 /year *

Employment Type

: Full-Time

Industry

: Advertising/Marketing/Public Relations



Under moderate supervision handles customer complaints, disputes and concerns in accordance with established Company customer service guidelines. Determines best approach for handling complaints and responding to customers.
Job Duties and Responsibilities:
Receives incoming customer service calls and written correspondence regarding credit reporting issues from our customers or consumers
Determines best approach for responding to customer complaints; including the level of management the issue or complaint needs to be elevated to
Tracks all customer complaints and concerns from beginning to final outcome to ensure compliance with credit reporting agencies and corporate requirements
Follows up with any previously delegated customer service complaints or concerns; ensures the situation is handled and closed using established procedures and processes
Uses web-based tools, including E-Oscar and E-Port, to evaluate credit disputes to determine, working with the branch, if a consumer s credit information should be updated
Provides written and verbal communication of final outcome to customer and field management as appropriate
Coordinates provides cross-training of this position to ensure adequate coverage
Prompt and regular attendance is required
Job Requirements:
Computer literate with strong Excel, Word, and PowerPoint skills
Excellent verbal and written communication skills in English with a strong preference for additional Spanish language skills
Knowledge of finance company office procedures, collection regulations, credit policy guidelines, FCRA and credit reports.
Prior strong customer service experience a preference
Physical Requirements:
This is an office position that consistently operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer. Requires the ability to communicate verbally and in writing.
Educational Requirements:

High school diploma or equivalent with advanced higher education and/or related experience preferred

This position is subject to a background check for any convictions directly related to its duties and responsibilities. Only job-related convictions will be evaluated and will not automatically disqualify the candidate.


Responsibilities

Receives incoming customer service calls and written correspondence regarding credit reporting issues from our customers or consumers
Determines best approach for responding to customer complaints; including the level of management the issue or complaint needs to be elevated to
Tracks all customer complaints and concerns from beginning to final outcome to ensure compliance with credit reporting agencies and corporate requirements
Follows up with any previously delegated customer service complaints or concerns; ensures the situation is handled and closed using established procedures and processes
Uses web-based tools, including E-Oscar and E-Port, to evaluate credit disputes to determine, working with the branch, if a consumer s credit information should be updated
Provides written and verbal communication of final outcome to customer and field management as appropriate
Coordinates provides cross-training of this position to ensure adequate coverage
Prompt and regular attendance is required


Qualifications

Job Requirements:

Computer literate with strong Excel, Word, and PowerPoint skills
Excellent verbal and written communication skills in English with a strong preference for additional Spanish language skills
Knowledge of finance company office procedures, collection regulations, credit policy guidelines, FCRA and credit reports.
Prior strong customer service experience a preference

Physical Requirements:

This is an office position that consistently operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer. Requires the ability to communicate verbally and in writing.

Educational Requirements:

High school diploma or equivalent with advanced higher education and/or related experience preferred



Job Requirements:
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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