Customer Service Representative; Bilingual English - Spanish

Customer Service Representative (Bilingual English - Spanish) page is loaded## Customer Service Representative (Bilingual English - Spanish) remote type:
Hybrid locations:
Westlake, OHtime type:
Full time posted on:
Posted Todayjob requisition :
JRUnited Consumer Financial Services Compa As a part of the global industrial organization Marmon Holdings—which is backed by Berkshire Hathaway—you’ll be doing things that matter, leading at every level, and winning a better way. We’re committed to making a positive impact on the world, providing you with diverse learning and working opportunities, and fostering a culture where everyone’s empowered to be their best.

The Inbound Representative is responsible for processing incoming calls for customers with up-to-date, delinquent, closed or charged-off accounts while maintaining positive relationships with distributors and customers.# ESSENTIAL DUTIES & RESPONSIBILITIESREPRESENTATIVE I
* Adequately process all incoming calls on up-to-date, delinquent, closed or charged-off accounts.
* Recognize specific scenarios to require specific collection questions answered in compliance with the FTCPA.
* Properly request all UCFS collection letters (including Attorney letters).
* Process end-of-month repurchases.
* Appropriately request RPC and Accurint reports.
* Effectively use all options available on the Collection and Inquiries system menus.
* Identify customer disputes and appropriately code disputes for the problem resolution queue.
* Utilize the Internet for skip tracing purposes.
* Schedule one time or recurring EFT bank payments for customer.
* Schedule one time or recurring credit/debit card payments for customer.
* Properly process specific customer requests through the flag for review reports.
* Appropriately request microfilm.
* Perform additional assignments as required to assist in achieving Team and Company goals.

REPRESENTATIVE II
* Cross trained to assist in other departments.
* Point of reference for new employees during on-the-job training.
* Handle escalated customer issues that require more expertise or authority to resolve.
* Manage a higher volume of customer inquiries (KPI Based) without compromising quality of service.
* Must be well-versed in the company's policies and procedures, ensuring compliance and consistency in customer interactions.
* Must have in-depth understanding of the company's distributor verticals enabling them to provide detailed assistance and customer satisfaction.# SKILLS & ABILITIES
* Ability to negotiate to work out payment arrangements on accounts that are delinquent on their first payment.
* Ability to calculate figures and amounts as the relate to settlements on accounts
* Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
* Ability to multi-task in a busy, fast-paced, sometimes stressful and noisy environment with frequent interruptions.
* Ability to communicate effectively on the phone and in person for up to 8 hours per day.
* Ability to work effectively with UCFS employees and customers.
* Ability to read, write and perform mathematical calculations.
* Ability to attend to detail.
* Ability to understand and follow UCFS policies, procedures and guidelines.
* Proficiency with a computer, standard office equipment and computer programs, including but not limited to Microsoft Suite (Outlook, Excel, Word, PowerPoint), Internet/search engine savvy.# KEY PERFORMANCE INDICATORS
* Dollars collected per hour
* Log Time
* Wrap Time
* Contacts Per Hour# MINIMUM QUALIFICATIONS
* High school diploma or equivalent required.
* One year collection experience
* One year Call Center experience
* Knowledge of Billing and Collections procedures
* Pass Inbound Skills Assessment Test/Acceptable Key Strokes# WORKING CONDITIONS This position operates in a professional office environment at UCFS offices in Westlake, Ohio.

This is typically a full-time position, which is defined as being scheduled to work up to 40 hours or more per week. UCFS is open for operation 7 days a week, and most holidays. Representatives work Monday through Friday on the day or early evening shift, and may be called upon to work overtime, night-time…