EFG Senior Customer Experience Specialist Job Berwyn area,Illinois USA,Customer Service/HelpDesk

EFG Senior Customer Experience Specialist

Requisition Number : EFGSE
008051

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Posted :
January 15, 2026
Full‑Time

Locations

Showing 1 location

Southeastern PA Ops Cntr
920 Cassatt Rd
Suite 310
Berwyn, PA 19312, USA

Responsibilities

Ensures Service Level Agreements and individual metrics are met
Accurately and timely calculates and delivers contract payoff quotes
Assists customers with online portal enrollment and questions
Oversees the Customer Service and Insurance mailboxes with timely and professional responses
Handles sales and property tax disputes with third party providers
Handles insurance questions, incoming certificates and disputes with third party provider
If applicable, completes daily check log for incoming client payments
Processes client payments over the phone
Provides documentation (i.e. dually signed lease/loan documents, Bill of Sale, amortization schedules) upon request
Liaises with indirect team to ensure appropriate handling and communication on their behalf
Completes Genesys Phone System monthly reports. Gathers data from the platform, generate reports, and edit needed statistics for monthly meetings
Creates training program for all new customer service representatives. Facilitates on‑going training and reviews of procedures as needed for all representatives.
Work with the customer service team to track customer trends and report on them monthly so new efficiencies can be identified
Acknowledges, documents and escalates customer complaints timely
Exercises “Know Your Customer” (KYC) validation process
Maintains and updates customer records
Strives to provide extraordinary customer service by exercising the Perfect Customer Experience (PCE)
Takes ownership of customer problems and follows through until resolution is achieved
Other ad hoc projects as applicable

Bona Fide Occupational Qualifications

A Bachelor’s degree in Business (e.g. Business Administration, Finance, Accounting) or 5 years of Equipment Finance Industry work experience required

Solid attention to detail, effective problem solving and analytical skills, with ability to handle and prioritize multiple tasks required

Proficient with Microsoft Office products, solid verbal and written communication skills, and interpersonal relations.

May be eligible for Telecommuting.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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