Customer Service Representative

Customer Service Representative Position Overview

The Customer Service Representative supports the daily operations of the Customer Service Department and plays a key role in creating a positive experience for both internal and external customers. This position is responsible for addressing inquiries, resolving issues, and providing timely, accurate, and professional service across a variety of communication channels. A strong focus is placed on improving the customer experience, supporting internal processes, and offering feedback to help enhance service quality.

Customer Support & Issue Resolution

• Respond to internal and external customer inquiries via phone and written communication in a professional and timely manner.
• Resolve inquiries directly or route customers to the appropriate department within CFS.
• Provide support on a variety of customer issues, including but not limited to:
  • Service concerns or complaints
  • Insurance questions, total loss updates, and claims assistance
  • Credit references and requests
  • Title updates and corrections
  • Payoff quotes
  • Tax questions or discrepancies
  • ACH/billing updates
  • Motor vehicle violations
  • Address/name changes
  • Returned mail research
  • Billing inquiries
  • Interest paid requests
  • Misapplied payment corrections
  • Welcome calls
  • End‑of‑term processing and documentation
  • UCC filings
  • Account reconciliations
  • Payment history requests

Escalation Management

• Handle and resolve escalated issues, ensuring timely and accurate responses.
• Use sound judgment to determine when issues must be escalated to leadership.

Relationship Building & Collaboration

• Build and maintain strong working relationships with customers, vendors, and internal teams.
• Collaborate with teammates and cross‑functional departments to resolve issues or support special projects.
• Provide feedback to management on customer concerns, trends, and potential service improvements.

Process & Performance

• Follow established processes, guidelines, and service-level expectations.
• Track and document customer inquiries as needed for reporting purposes.
• Recommend improvements to customer service policies, workflow, communication tools, or reporting processes.
• Provide support to asset management, collections, titles, or other teams as needed.
• Perform other duties based on business needs.

• Call activities such as calls handled, abandoned, and wrap‑up time
• Call quality and documentation accuracy
• Productivity metrics, KPIs, and service‑level expectations as defined by management

• Independently determine the appropriate actions necessary to resolve customer inquiries within company guidelines.
• Use discretion to escalate concerns when needed.

• Strong desire to work in a collaborative team environment.
• Understanding of lease/legal documents, insurance requirements, titling, and UCC filing processes preferred.
• Ability to calculate rates, discounts, percentages, and basic financial figures.

• Thinking Skills: Cognitive ability, sound judgment, and decision‑making
• Communication: Strong verbal and written communication; attentive listening skills
• Interpersonal: Ability to work productively with others
• Personal Attributes: Strong organization, adaptability, and attention to detail

• BA/BS in Business, Communications, Finance, or related field preferred (or equivalent experience).
• 1–3 years of relevant experience within a financial institution or customer service role preferred.
• Experience in commercial collections or leasing is a plus.
• Must demonstrate strong customer service skills, self‑motivation, confidence, and a positive attitude.

• Standard business hours: 8:00 AM – 5:00 PM (CST)
• Hours may vary; evening work and overtime may be required based on business needs.

• Ability to operate office equipment using standard hand/eye coordination.
• Light lifting (supplies, files, etc.).
• Ability to communicate clearly with customers and colleagues in person or by phone.
• Mobility to move throughout the office as required.

This job description is not an employment contract. Employment is on an at‑will basis and may change according to business needs.

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2025