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Customer Service Representative II

Twenty San Diego, CA
  • Expired: 28 days ago. Applications are no longer accepted.
Position Summary:
The Customer Service Representative II, will possess a superb customer service mentality, sound judgment and the ability to multi-task. This position requires an acute attention to detail while working through each administrative task.
Essential Duties and Responsibilities:
  • Maintaining a positive, empathetic and professional attitude toward customers at all times
  • Resolve product or service problems by clarifying the customer's complaint/concern; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
  • Build sustainable relationships of trust through open and interactive communication
  • Communicating with customers and colleagues through various channels
  • Review escalated loan exceptions including funding, payment processing and data entry support
  • Work cross functionally with various teams to improve processes
  • Forward documents to the Operations team for manual review
  • Ensure follow up of outstanding items/open tasks using Salesforce and OTRS
  • Identify areas of improvement and recommend suggestions to increase customer satisfaction and improve business efficiency
  • Adhere to company’s operational processes
  • Provide administrative support for operations team
  • Escalated merchant support
  • Escalated retail partner support
  • Serve as tier 2 customer/escalation support
  • Act as liaison between merchant partners and technical support teams
  • Direct communication with technical support teams
Education& Experience:
Required:
  • Bachelor’s degree (or 3+ years of experience in financial customer service support role)
  • 1-4 years of related experience in consumer lending industry
  • Proficiency in MS Outlook, Microsoft Word, Excel and PowerPoint
  • Exceptional communication skills
  • Exercise sound judgement in following established process and procedures
  • Must have superb written and oral communication skills while providing outstanding customer service for both internal and external customers
  • Detail oriented and comfortable working in a fast-paced office environment, multi-task and adaptable
  • Superior organization skills and dedication to completing projects in a timely manner
Preferred:
  • Experience with Salesforce.com a plus
  • Experience working with call center software and/or loan management systems a plus

Twenty

Address

San Diego, CA
USA