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Customer Service Representative I

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Flagship Credit AcceptanceTerre Haute, IN
Full-time
  • The Servicing Innovations department is responsible to provide our valued auto loan customers with stellar customer service.
  • This position will communicate directly with our customers by phone, e-mail, or any other media channels to handle all aspects of the customer’s auto loan account, internal process support, account management, inquiries, loan administration, and problem resolution.
  • This position is expected to cultivate and maintain on-going customer relationships.
  • Use computerized system for tracking, information gathering, and troubleshooting.
  • Must be able to multitask, flexible to change, handle constant phone calls throughout the day and administrative duties as assigned.
  • The focus of this role is to ensure our valued auto loan customers receive exceptional customer service using innovative communication solutions through all types of media channels.
  • Ensure our valued auto loan customers receive exceptional customer service using innovative communication solutions through all types of media channels.
  • Maintain strict confidentiality with customer auto loan account information
  • Manage both outbound and inbound calls to validate and update all loan file information
  • Perform “Customer Welcome” process for Loan Servicing
  • Communicate key information to the customer to provide the customer with the tools to be successful in making their auto loan payments
  • Escalate accounts to manager for review to help identify trends
  • Identify, research, and resolve customer issues using the computerized system in a timely manner
  • Execute loan administrative activities that support Loan Servicing
  • Other administrative duties as assigned
  • Demonstrate ability to assist Supervisor with queue management and elevated duties
  • Independently execute all process support functions
  • Independently maintain all service queues while upholding list of management duties
  • Ability to manage escalated account situations
  • Independently identify trends and customer behavior to improve business processes
  • Ability to communicate process improvements, in a role of SME
  • Function as a user acceptance tester
  • High School Diploma or GED required
  • 0-3 years related experience and/or training, or equivalent combination of education and experience, auto experience a plus
  • 3-5 years related experience and/or training, or equivalent combination of education and experience, auto experience a plus
  • 5+ years related experience and/or training, or equivalent combination of education and experience, auto experience a plus
  • Exceptional verbal and written communication skills
  • Excellent active listening skills
  • Ability to achieve and even surpass established goals
  • Ability to display high level of personal accountability and ownership for work performed
  • Independently driven and motivated to thrive in a fast paced and changing environment
  • Demonstrate willingness to learn and be challenged by continual professional development
  • Demonstrate the ability to finesse and manage difficult or emotional customers
  • Must be punctual and dependable in coming to work
  • Adhere to instructions, processes, procedure, policy and management direction
  • Proficient in Internet search tools, e-mail, and Microsoft Office products
  • If you’re interested in partnering with a certified Great Place to Work company that encourages you to be your best #FlagshipCareers, visit www.
  • FlagshipCredit.com/Careers for a complete list of career opportunities and information on our company.

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