Bilingual (Spanish) Customer Service Representative

**MUST BE BILINGUAL IN SPANISH & ENGLISH**

Aquent, a leading talent solutions partner, is seeking a dedicated individual to join a premier financial services provider within the dynamic automotive industry. This organization is at the forefront of powering growth by offering essential financing solutions for automotive products, fostering a culture of service excellence for both customers and dealerships. Join a team where professional development and diverse career paths are actively supported within a collaborative and respectful environment.

Step into a pivotal role where your expertise will directly contribute to customer satisfaction and operational efficiency. As a Customer Service Representative, you'll be a vital link, ensuring seamless financial interactions and supporting individuals and dealerships through various stages of their automotive financing journey. This is an exciting opportunity to make a tangible impact, resolving complex issues, facilitating critical transactions, and upholding the highest standards of service in a fast-paced, collaborative environment that values individual contributions and continuous learning.

This versatile role offers the opportunity to specialize in one of three critical areas: direct customer support, account management, or contract funding. Regardless of your focus, you will be instrumental in maintaining positive relationships, ensuring compliance, and contributing to the financial health of the organization and its customers. You will leverage your communication skills and problem-solving abilities to navigate diverse challenges, from routine inquiries to complex financial arrangements, always with an eye towards delivering exceptional service and contributing to the company's overall success. This role provides a clear path for growth, allowing you to develop specialized expertise and explore various career options within the organization.

**Primary Duties:**

* **Customer Service Focus:**

* Serve as the primary point of contact for a high volume of inbound and outbound customer calls, expertly addressing inquiries and resolving concerns ranging from basic account information to complex situations like vehicle total loss.

* Adhere to established call guidelines and customer satisfaction metrics, providing accurate account details and clearly explaining processes and procedures.

* Cultivate a positive and enthusiastic demeanor, actively contributing to a high-performing service team.

* Execute essential administrative tasks, including fulfilling support requests for correspondence, titles, and tickets, ensuring timely and accurate delivery.

* Uphold rigorous service level expectations and comply with all federal and state laws, as well as established internal policies, to safeguard consumer privacy and financial information.

* **Customer Accounts Focus (Collections):**

* Manage a high volume of inbound and outbound collection calls, primarily engaging with customers whose accounts are 1 to 59 days past due, with opportunities for experienced representatives to handle more complex, longer-term delinquencies.

* Proactively establish contact with customers not reached by automated systems, empathetically understanding their financial situations and identifying contributing factors to delinquency.

* Educate customers on available options and skillfully negotiate payment arrangements to help them bring their accounts current and retain their vehicles.

* Process payments securely over the phone when customers are ready to pay, demonstrating professionalism and discretion.

* Enhance collection effectiveness by researching customer information using advanced tracing tools and techniques, and identifying high-risk accounts for specialized attention.

* Process requests and resolve follow-up items related to collection activities, maintaining subject matter expertise and strict adherence to federal and state collection laws and consumer privacy regulations.

* **Funding Focus:**

* Drive the efficient funding of retail and lease contracts, ensuring meticulous compliance and robust risk management throughout the process.

* Rigorously review contract submissions, verifying the accuracy of customer and contract information within the system.

* Proactively follow up on contract corrections or missing documentation, and route exceptions for appropriate approvals.

* Manage a daily volume of incoming and outgoing calls, providing accurate funding status updates and expertly resolving dealer inquiries.

* Offer crucial support to dealerships by assisting with basic troubleshooting for the proprietary contract submission system.

* Process a high volume of new account originations, meticulously determining the accuracy and completeness of submitted contracts to meet all booking requirements.

**Qualifications:**

**Must-Have Qualifications:**

* Bilingual proficiency in English and Spanish.

* High school diploma or equivalent.

* A strong, demonstrated customer service mindset.

* Proven ability to collaborate effectively within a team environment.

* Exceptional interpersonal skills, with the ability to communicate clearly, concisely, and empathetically, both verbally and in writing.

* Proficient keyboarding skills and the ability to multitask effectively, including talking and typing simultaneously.

* A keen analytical mind with the capacity to assess situations and develop creative, practical solutions.

* Solid organizational skills and meticulous attention to detail.

* Proficiency with standard office productivity software and a quick aptitude for learning new proprietary systems.

* Reliability, adaptability, and a coachable attitude.

* Comfort and confidence in handling a high volume of phone interactions daily, consistently maintaining a friendly and helpful persona.

* A proactive approach to learning and quickly adapting to new processes.

* Demonstrated strong work ethic, including punctuality, consistent attendance, and unwavering integrity.

* Ability to work both independently and as a strong, contributing team member.

* A consistent track record of meeting and exceeding performance goals and quality expectations.

* A strong sense of ownership and a results-oriented approach to all tasks.

* An inherent belief that every interaction, internal or external, is an opportunity to serve a "customer."

* A proactive and inquisitive nature, consistently asking questions to learn and grow.

**Nice-to-Have Qualifications:**

* An Associate's or Bachelor's degree.

* Prior experience in customer service or collections, with contact center experience being a significant advantage.

**About Aquent Talent:**

Aquent Talent connects the best talent in marketing, creative, and design with the world's biggest brands.

Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. We also offer free online training through Aquent Gymnasium. More information on our awesome benefits!

Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We're about creating an inclusive environment-one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.

#LI-GF1