Customer Service Specialist

Position OverviewAs a Customer Support & Account Resolution Specialist, you will be the primary point of contact for customers, agents, and business partners. This role blends customer care with account analysis, payment processing, and contract support. The ideal candidate is solutions-oriented, detail-driven, and committed to delivering a positive service experience while protecting financial accuracy and operational integrity. Please note that this role is a contract-to-hire opportunity and will operate Monday - Friday, 8am - 5pm.Job ResponsibilitiesCustomer Experience & Relationship ManagementDeliver professional, courteous, and solution-focused service across phone and written communication channelsAddress customer inquiries related to accounts, billing, contracts, and service requestsResearch and resolve disputes, discrepancies, and documentation issuesFollow up to confirm complete and satisfactory resolutionMaintain strict confidentiality of customer and financial informationAccount & Payment ProcessingProcess customer and partner payments within the loan management systemReview contract financial details to ensure account accuracyRecommend account adjustments to management when appropriateApply late fee waivers within established guidelinesManage reinstatements, cancellations, account holds, and payment applicationsContract & Partner SupportAssist agents, dealers, and administrators with contract-related questionsClarify contract terms, including cancellation processes and coverage elementsInvestigate new, returned, or incomplete contract submissionsCorrespondence & DocumentationReview, sort, and respond to inbound customer correspondenceResearch account details and prepare written or verbal responsesUpdate internal databases to reflect current and accurate informationProcess returned mail and conduct outreach to obtain updated informationGenerate reports, forms, and customer communications as neededRequirements: Must have at least one year of recent high call volume customer service experienceMust be comfortable commuting downtown Chicago, 3 days/weekMust be able to pass a credit checkMust be comfortable with contract-to-hire opportunities