Associate Account Resolution Representative

• Perform routine customer support tasks when evaluating customer situations to provide relevant solutions
• Take inbound calls and make outbound calls by utilizing either an auto dialer or direct dial system to determine reason for delinquency
• Seek ways to improve quality customer experience by collecting and negotiating terms of repayment on outstanding account balances
• Support Account Resolution functional area by utilizing the knowledge of company products, services, policies, procedures, and Account Resolution systems
• Regularly receive direction from supervisors and escalate questions and complex issues to more senior roles
• Interact with immediate Account Resolution team on Account Resolution related information, as well as internal and external customers

• 6+ months of Account Resolution, customer contact, Customer Service, or Sales environment experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• Call center customer service experience in the financial services industry
• Knowledge and understanding of auto operations or account management
• Ability to navigate multiple computer system windows, applications and utilize search tools to find information
• Ability to execute in a fast paced, high demand, metric driven call center environment
• Excellent verbal, written, and interpersonal communication skills with integrity and a high level of professionalism with all levels of employees and customers, while maintaining attention to detail and accuracy
• Experience managing to production goals, deadlines, and various metrics
• Ability to follow policies and procedures, as well as federal, state, and company regulations
• Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
• Military experience resolving complex issues via written or verbal communication, including but not limited to: supply action requests, updating personnel records, answering benefit or pay questions, resolving errors, researching questions and other needs as requested by customers
• Bilingual speaking, reading, and writing proficiency in Spanish/English is a plus

Bilingual speaking, reading, and writing proficiency in Spanish/English

• competitive salaries
• generous benefits package
• shift pay differential may apply
• hybrid work schedule