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Customer Service Representative

Summary: Responsible for handling a high volume of incoming customer service calls and responds to various inquiries including but not limited to loan payoffs, servicing complaints, address changes, payments by phone, payment deferments (extensions) and principal and interest explanations. Provides prompt courteous services and notates the system on each call.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

  • Resolves customer questions or problems over the telephone in a professional and courteous business manner.
  • Confirms account holder by following safeguards procedures on every call.
  • Documents customer conversation accurately in the operating system.
  • Meets daily and weekly call availability and average talk time standards
  • Forwards customer requests for extensions and due date changes to CSR II.
  • Refers complex issues to CSR II and provides sufficient information for appropriate research and timely resolution
  • Handles assigned accounts in accordance with established procedures talking direction from team lead, supervisor or manager as required.
  • Responds to other customer, dealer and third party questions in a prompt and courteous manner.
  • Complies with all company policies and procedures
  • This position involves regular access to specified personal information of consumers, including, but not limited to, Social Security numbers and dates of birth.

Competencies To perform the job successfully, an individual should demonstrate the following competencies:

  • Problem Solving - Identifies and resolves problems in a timely manner;
  • Technical Skills – Pursues training and development opportunities.
  • Customer Service -Responds promptly to customer needs; Responds to requests for service and assistance.
  • Interpersonal skills – Focuses on solving conflict; not blaming; Listens to others without interrupting; Remains open to others’ ideas and tries new things.
  • Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; participates in meetings.
  • Written Communication – Writes clearly and informatively; Edits work for spelling and grammar; Able to read and interpret written information.
  • Teamwork - Balances team and individual responsibilities; Gives and welcomes feedback
  • Ethics – Treats people with respect; Keeps commitments; Inspires trust of others; Works with integrity and ethically: Upholds organizational values.
  • Professionalism - Approaches others in a tactful manner; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions.
  • Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values.
  • Planning/Organizing – Prioritizes and plans work activities; Uses time efficiently
  • Professionalism – Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position. Accepts responsibility for own actions; Follows through on commitments.
  • Quality - Demonstrates accuracy and thoroughness; Applies feedback to improve performance.
  • Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity: Works quickly
  • Adaptability - Adapts to changes in the work environment; Able to deal with frequent change, delays or unexpected events.
  • Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
  • Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Commits to long hours of work when necessary to reach goals.
  • Initiative - Asks for and offers help when needed.
  • Innovation – Generates suggestions for improving work.

Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience The knowledge, skills and abilities typically acquired through the completion of a high school diploma and or/GED. Six months to one year of previous customer service experience in a call canter.

Language Skills Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence.

Mathematical Skills Ability to add, subtracts, multiply, and divides in all units of measure, using whole numbers, common fractions, and decimals. Able to explain simple interest loan calculations to customers.

Reasoning Ability Able to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.

Computer Skills To perform this job successfully, an individual should be familiar with a PC have typing/keyboarding skills of 30+ wpm. Knowledge of MS Excel software and MS Word software.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk and reach with hands and arms. Specific vision abilities required by this job include close vision.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

First Investors is an equal opportunity employer. First Investors is committed to providing its employees an environment that is free of harassment, discrimination and intimidation. It is the policy of First Investors to comply with all applicable employment laws and regulations and to provide equal opportunity for all qualified persons and to not discriminate against any employee or applicant for employment because of race, color, religion, sex, age, national origin, disability, pregnancy, sexual orientation, gender identity or expression, veteran status, gender identity, change of sex, and/or transgender status or any protected status. Candidates must possess authorization to work in the United States. This policy applies to recruitment and placement, promotion, training, transfer, retention, rate of pay and all other terms and conditions of employment. Employment and promotion decisions will be based solely on merit, ability, achievement, experience, conduct and other legitimate business reasons. Interested candidates should NOT submit a photograph or video with a résumé. Résumés containing a photograph or video will not receive consideration.

Job Type: Full-time

Salary Range
$20,000.00 - 29,000.00
per Year
Salary range estimated by
Atlanta, GA 30339, US