Customer Service Representative

DescriptionJOB SUMMARYWe 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.RESPONSIBILITIESProvide account level information to customers including but not limited to account balances, payment histories, payment setup and payoff requestsField phone calls, emails, and chat requestsHandle incoming correspondence including calls, emails, and chats in an efficient manner in order to meet performance standardsResearch account discrepancies including payment researchStay informed of any changes to policies and proceduresProvide timely resolution of customer complaints, concerns, and inquiriesDemonstrate the 3 Ps of customer service: Professionalism, Patience and have a “People-First” AttitudeDemonstrate a willingness to work flexible schedules, weekends, and holidays as necessary in order to meet business needsQUALIFICATIONSHigh school diploma or equivalent.Associate or Bachelor’s degree in related or comparable field preferred. An equivalent combination of education and experience may be consideredA minimum of 2 years’ experience in Customer ServiceKNOWLEDGE AND SKILLSKnowledge and experience in a call center environmentKnowledge of the credit and financial industry preferredExcellent customer service focusExcellent verbal and written communication skillsExcellent interpersonal, negotiation, and conflict resolution skillsAbility to prioritize tasksAbility to act with integrity, professionalism, and confidentialityStrong communication skills- both written and verbalSuperior time management and organizational skillsAbility to work independently and within a teamProficient with Microsoft Office Suite or related softwareOTHERThe home office is located in West Des Moines, IAPotential for a hybrid schedule based on performanceLooking specifically for 10AM - 7PM hoursStarting at $22 hourly + up to 7.5% monthly incentive pay after first 90 daysBilingual preferred