Customer Service Representative

Position Overview

The Customer Service Representative supports the daily operations of the Customer Service Department and plays a key role in creating a positive experience for both internal and external customers. This position is responsible for addressing inquiries, resolving issues, and providing timely, accurate, and professional service across a variety of communication channels. A strong focus is placed on improving the customer experience, supporting internal processes, and offering feedback to help enhance service quality.

Essential Duties & Responsibilities of the Customer Service Representative

Customer Support & Issue Resolution

• Respond to internal and external customer inquiries via phone and written communication in a professional and timely manner.
• Resolve inquiries directly or route customers to the appropriate department within CFS.
• Provide support on a variety of customer issues, including but not limited to:
  • Service concerns or complaints
  • Insurance questions, total loss updates, and claims assistance
  • Credit references and requests
  • Title updates and corrections
  • Payoff quotes
  • Tax questions or discrepancies
  • ACH/billing updates
  • Motor vehicle violations
  • Address/name changes
  • Returned mail research
  • Billing inquiries
  • Interest paid requests
  • Misapplied payment corrections
  • Welcome calls
  • End‑of‑term processing and documentation
  • UCC filings
  • Account reconciliations
  • Payment history requests

Escalation Management

• Handle and resolve escalated issues, ensuring timely and accurate responses.
• Use sound judgment to determine when issues must be escalated to leadership.

Relationship Building & Collaboration

• Build and maintain strong working relationships with customers, vendors, and internal teams.
• Collaborate with teammates and cross‑functional departments to resolve issues or support special projects.
• Provide feedback to management on customer concerns, trends, and potential service improvements.

Process & Performance

• Follow established processes, guidelines, and service-level expectations.
• Track and document customer inquiries as needed for reporting purposes.
• Recommend improvements to customer service policies, workflow, communication tools, or reporting processes.
• Provide support to asset management, collections, titles, or other teams as needed.
• Perform other duties based on business needs.

Key Performance Indicators (KPIs)

• Call activities such as calls handled, abandoned, and wrap‑up time
• Call quality and documentation accuracy
• Productivity metrics, KPIs, and service‑level expectations as defined by management

Decision‑Making Authority

• Independently determine the appropriate actions necessary to resolve customer inquiries within company guidelines.
• Use discretion to escalate concerns when needed.

Qualifications for the Customer Service Representative

• Strong desire to work in a collaborative team environment.
• Understanding of lease/legal documents, insurance requirements, titling, and UCC filing processes preferred.
• Ability to calculate rates, discounts, percentages, and basic financial figures.

Competencies

• Thinking Skills: Cognitive ability, sound judgment, and decision‑making
• Communication: Strong verbal and written communication; attentive listening skills
• Interpersonal: Ability to work productively with others
• Personal Attributes: Strong organization, adaptability, and attention to detail

Education & Experience of the Customer Service Representative

• BA/BS in Business, Communications, Finance, or related field preferred (or equivalent experience).
• 1–3 years of relevant experience within a financial institution or customer service role preferred.
• Experience in commercial collections or leasing is a plus.
• Must demonstrate strong customer service skills, self‑motivation, confidence, and a positive attitude.

Working Hours

• Standard business hours: 8:00 AM – 5:00 PM (CST)
• Hours may vary; evening work and overtime may be required based on business needs.

Physical Demands

• Ability to operate office equipment using standard hand/eye coordination.
• Light lifting (supplies, files, etc.).
• Ability to communicate clearly with customers and colleagues in person or by phone.
• Mobility to move throughout the office as required.

Additional Information

This job description is not an employment contract. Employment is on an at‑will basis and may change according to business needs.


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