Customer Service & Office Support Representative

Position Overview

The Customer Service & Office Support Representative plays a critical role in supporting both customer call flow and daily office operations. This role is ideal for someone who is organized, detail-oriented, and comfortable multitasking in a fast-paced environment.

The representative will handle inbound calls providing customer service support to external Freedom Road Financial customers on the telephone. The incumbent will answer loan servicing and payment related calls for loan products associated with motorcycles and other recreational vehicles. Additionally, the incumbent will provide administrative support including mail runs, check processing, filing, and general office tasks.

Essential Job Functions

Customer Service

• Take customer service phone calls; identify service needs and respond to questions relating to loan information, payoff amounts and process general account maintenance.
• Verify customer account information. Confirm pertinent customer information and update any customer information that needs to be corrected/updated such as phone numbers or addresses.
• Answer customer questions, take payments if necessary and research customer service problems and inquiries; follow up with customers to resolve concerns or difficulties in prompt manner.
• Maintain customer records by noting details from the call-in account messages.
• Ensure that each customer receives outstanding customer service by providing a friendly environment. Greet each customer warmly and once serviced give a kind farewell greeting.
• Ensure operational integrity through compliance with all policies, procedures and regulations.
• Maintain service-level expectations and high-quality call handling.

Office & Administrative Duties

• Perform daily mail runs (incoming and outgoing)
• Drive to the post office daily (less than 1 mile) to drop off and retrieve mail
• Process, log, and run checks for internal departments
• Prepare and file physical documents in accordance with retention guidelines
• Support title, operations, and customer service teams with ad hoc administrative needs
• Maintain office supplies, forms, and general organization.
• Assist with scanning, copying, and document preparation.
• Serve as a backup for other administrative tasks as needed.

Minimum Requirements:

• High school diploma (or equivalent) and one year of related experience (customer service, or related); or equivalent combination of education and experience.
• Must work a flexible schedule inclusive of overtime to meet business needs.
• Must have reliable transportation to use for daily work activities.

Competencies

• Excellent oral/written communication and active listening skills.
• Strong attention to detail and accuracy while maintaining work in a fast-paced environment
• Ability to remain calm and professional in stressful situations.
• Meet or exceed daily productivity rate of 85% or higher in heavy call volume environment.
• Ability to maintain high degree of confidentiality.
• Friendly, courteous, customer service-oriented, and flexible.
• Ability to work independently and productively with minimum supervision; able to
• manage multiple projects.
• Ability to recognize problems, identify possible causes and resolve problems with little
• Involvement from management.

Preferred, but not required

• Bi-lingual English and Spanish

Location Details:

Must be able to work onsite daily and have reliable transportation to travel locally for business needs.

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Base pay: $18.00 - $21.00/hour. Old Second is committed to fair and equitable pay practices. Pay is dependent upon the pay range and the incumbent's knowledge, skills and experience.

Variable pay: Eligible to participate in the monthly Customer Service Incentive Plan and Perfect Attendance Bonus. Payment varies based upon departmental activities.

Benefits: How We Support You - Old Second