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Customer Care Lead Representative
DFC Global Corp
Addison, TX, United States
Job Details - this job has expired, please see similar jobs below
What do you do?
We are looking for an Operations Specialist that will be the liaison between our company and its potential, current and delinquent customers. The successful candidate will present products, provide services and support to customers. Evaluate the authenticity of documents submitted by customers to support loan applications and applying critical thinking in considering loan applications. Guide customer interactions towards completing current actions via phone, chat, text and e-mail with a high degree of customer service, expertise, and timeliness. Negotiate acceptable payment arrangements with delinquent customers.
This is a career, not just any ordinary job!!
What do we need?
You to have an amazing personality and communication style.
That you are super-organized and are a problem solver.
That you take pride in everything that you do, and it shows.
And most importantly that you have unquestionable integrity.
Why work for us?
We invest in our employees, and offer extensive training, and development programs to set you up for future success.
If we sound like a fit, and you’re ready to start an exciting career with an organization that fosters employee growth, apply today!
Job Description
• Manage large amounts of inbound and outbound calls, e-mails, and text in a timely manner.
• Follow communication “scripts” when handling different topics.
• Identifying customers’ needs, clarify information, research every issue and providing solutions.
• Exercise sound judgment in authenticating documents received from customers.
• Reach out to customers via phone, e-mail, text or chat to follow up on loan applications, inform them of application expiration dates, expiring debit cards, present special offers and assist them in activating extended features of their accounts.
• Process consumers verification documents to completion either resulting in an approval or decline.
• Research and identify fraud issues and be aware of suspicious activity. Document fraud cases and escalate them to a Supervisor or Manager.
• Negotiate payment arrangements with delinquent customers in accordance with company policy.
• Negotiate debt management terms with third parties.
• Seize opportunities to upsell products when they arise and build sustainable relationships and engage customers by taking the extra mile.
• Track calls and conversion criteria using new and existing tracking systems, including the loan management system, spreadsheets, word reports and online tracking tools.
• Research and respond to customer account issues.
• Acquire and maintain knowledge of relevant products, current support policies, and methods of support delivery, in order to provide technically accurate solutions to users.
• Attend training sessions offered within the Operations team and Company.
• Assist in or participate in team projects that enhance the quality or efficiency of the customer experience.
• Assist in Operations special projects.
• Handle escalations as assigned.
• Meet expected level of performance standards for inbound/outbound calls, e-mails, text, fax per hour, sales attempts, conversions, accounts processed and attendance/schedule adherence.
• Meet personal/team qualitative and quantitative targets.
• Act as lead Customer Care Representative being the first level of escalation on customer questions and internal product and industry questions.
Qualifications
EDUCATION
• High School Diploma or equivalent
EXPERIENCE
The ideal candidate will have prior experience in Microsoft Word, Excel, Outlook, and previous experience in call center, and a customer service setting. Previous experience
in a customer service, inbound and outbound phone, text, email and chat. The ideal candidate will also have industry and product knowledge and experience.
SKILLS
• The candidate will have ability to present new or enhanced products and services to existing NMM customers via inbound and outbound phone calls, chats and e-mails.
• Positive customer service attitude, up-beat phone personality, and sales acumen.
• Excellent communication skills.
• Can set personal goals and achieve department performance targets in the areas of calls, sales and conversions.
PROBLEM-SOLVING
• Exceptional problem solving relating to our products and services.
• Issues beyond the Operations Specialist’s abilities are forwarded onto the Manager or appropriate departments for resolution.
Additional Information
We offer a full benefit package, 401k matching, tuition reimbursement, free gym access, 12 paid holidays, paid time off, etc.
All your information will be kept confidential according to EEO guidelines.