Customer Service Specialist I

Role Overview

As a Customer Service Specialist I, you’ll handle customer calls about consumer finance accounts, explain account details, and take routine payments by phone. Your work helps customers understand their options and resolve common issues while ensuring more complex or overdue-account concerns reach the right support team.

Key Responsibilities

• Respond to incoming calls and address account questions using available company resources.
• Accept routine payments by phone and provide accurate information about statements, interest, and account activity.
• Show customers how to use online account tools, interactive voice response systems, and other support channels.
• Recognize accounts that are delinquent or may become delinquent, and route customers to the appropriate team.
• Work toward resolving customer concerns during the initial call whenever possible.
• Complete related administrative work, including reports, email correspondence, and departmental tasks.
• Help onboard new team members through coaching and call shadowing, and report on their progress.
• Take on other duties assigned by management.

Requirements & Qualifications

• Associate’s degree in business, finance, communications, marketing, or a related area, or relevant work experience.
• Strong verbal and written communication skills, with a professional and composed telephone manner.
• Ability to handle difficult customer discussions tactfully and use persuasion and negotiation appropriately.
• Comfort with customer account support, problem-solving, and standard service operations.
• Working ability with Microsoft Word, Excel, email, internet applications, and computer-based systems.
• Accurate typing and careful attention to account details.
• Ability to meet deadlines and adjust as priorities change.
• Availability for scheduled evening work and occasional Saturday shifts.