Client Service Representatives are the first interaction of the agency with its clients. Client Service Representatives are responsible for ensuring each consumer that contacts CredAbility is served in a warm, caring and professional manner. This requires the Client Service Representative to take personal and complete responsibility for every contact to ensure consumer requirements are met.
Essential Duties and Responsibilities:
A. Handles all consumer contacts 24/7 in an effective and efficient manner through utilization of communication and problem solving skills.
Processes all requests in a professional caring and efficient manner, with a high level of accuracy.
Handles multiple assignments and responsibilities simultaneously (ability to listen while accessing screens and information, speaking to consumer while processing resolution).
Quickly and politely addresses complaints concerning services rendered and if unable to resolve or diffuse, refers to appropriate person for further investigation and resolution. Makes quick decisions about legitimacy of complaints.
Must be able to respond to a diverse amount of complex consumer questions, including housing concerns (foreclosure, pre-purchase, reverse mortgages and delinquency), credit reporting, bankruptcy, debt management plans, credit card fraud, budgeting, and general credit questions.
Educates callers on the services offered by the agency and routes to the appropriate service delivery channel.
B. Provides technical/help desk assistance to clients and utilize multiple applications
Provides verbal and written help desk instructions to help clients navigate through the agency’s website applications.
Performs data input in a highly accurate and timely fashion on all consumer contacts.
Assists clients with various payment options available and processes deposits and payments via phone pay and debit card services.
Assists clients, attorneys, paralegals and bankruptcy trustees with pre-filing/pre-discharge bankruptcy certificates.
Assists clients and creditors with the maintenance of debt management accounts including updating balances, adding and deleting creditors, adjusting payment and disbursement amounts, transmitting information, requests new proposals and updates client personal information.
C. Ensures all performance standards are met
Contributes to the department goals and ensures personal and departmental benchmarks are met.
Display cooperative and team oriented behaviors as well as flexibility in accepting change.
Answers an average of 90-100 contacts (calls and email) per day while maintaining department quality standards and meeting department standard talk time. Ensures appropriate time and information is given to each caller.
Assists coworkers and other departments as needed to meet goals and ensure smooth operation of the department. Assists with on- the -job training of co-workers.
D. Directs Contacts to Appropriate Services
Answers questions, schedules appointments, successfully matches clients with appropriate CredAbility services, provides follow-up to requests, makes referrals to other organizations
Qualifications and Requirements:
Associate's degree (A. A.) or equivalent from two-year College or technical school; or a minimum of six months to one year related experience and/or training; or equivalent combination of education and experience.
Strong typing and data entry skills
Good working knowledge of Outlook.
Ability to probe, collect data and information, establish facts and draw valid conclusions/resolutions.
Ability to communicate well, both orally and in writing
Spanish speaking required
Must have satisfactory credit.