Customer Service Representative 1 - 2, 3

Position Overview

The Customer Service Representative positions, levels I, II and III are responsible for 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. This position is also responsible for initiating and/or implementing corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction are maintained by performing the following duties.

Essential Job Function – All levels

• 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.

Additional Responsibilities/Focus of Customer Service Representative (Level 2):

• Administer the customer service inbox; respond to customers directly or forward emails to other departments or staff members in timely manner.
• Between phone calls or during down time, monitor voicemails, emails, queuing in titles and e-titles, organize titles, manage return mail and break down loan files.
• May assist in the training of new colleagues; provide feedback to management for process improvements as needed.

Additional Responsibilities/Focus of Customer Service Representative (Level 3):

• Serves as a Subject Matter Expert amongst peers; provides guidance to others as needed and handles escalated situations as needed. 

Minimum Requirements:

Customer Service Representative (Level 1 & 2):

• 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.

Customer Service Representative (Level 3):

• High school diploma (or equivalent) and two years 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.

Competencies – All levels

• 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 - All levels
• Three or more years of loan payment/servicing and/or call center experience - Level 3

Note: Job levels and hiring decisions are based upon both the business needs at the National Specialty Lending location and the qualifications of the incumbent.  In some cases, an incumbent may meet the requirements of a level 2 or 3 Customer Service Representative role but may be hired in at a lower level based upon branch business needs and staffing dynamics.

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Compensation & Benefits

Customer Service Representative – Level 1
Base pay:  $16.85 - $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.

Customer Service Representative – Level 2
Base pay:  $18.10 - $22.20/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.

Customer Service Representative – Level 3
Base pay:  $19.45 - $23.85/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