Customer Experience Specialist

In compliance with the company policies and procedures, the purpose of the Customer Experience Specialist is to provide an unmatched experience for our customers by answer incoming customer calls and provide single call resolution to all questions, requests, concerns, and complaints.

Essential Functions

• Answer incoming calls
• Solve customer questions, requests, concerns, and complaints
• Coordinate with various departments to find agreeable resolutions to customer questions, requests, concerns, and complaints
• Track complaints received including resolutions and next steps
• Pro-Actively address and predict customer needs
• Coordinate with Account Servicing to facilitate resolution on delinquent and past due accounts
• Ongoing Training
• General Clerical Tasks

Required Education and Experience

• High School Diploma or GED equivalent
• 2+ years Collections is preferred
• 2+ years Customer Service is preferred
• No Certification or License Required
• Ability to communicate effectively and professionally with customers and employees both written and verbally
• Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar
• Ability to use a computer, fax or telephone application to manage large amounts of information, including creating and editing simple databases, systems, and software by inputting data, retrieving specific documents, and creating reports to communicate information
• Ability to apply basic mathematical concepts
• Ability to identify problems and reviewing related information to develop and evaluate options and implement solutions
• Ability to apply training/instructional methods and procedures appropriate for the situation when learning or teaching new job duties
• Proficient in the utilization of Microsoft Office Suite
• Attention to detail and accuracy required
• Excellent verbal and written communication skills required

Physical Demands

While performing the duties of this job, the employee is frequently required to sit, stand, walk, visualize, talk, hear, and handle or touch objects or controls. The employee may occasionally lift, push, or pull up to 20 pounds.

This position is an office-based position where you must be able to sit for long periods of time. The employee will be working on a computer 90% of the time.