What are the responsibilities and job description for the Customer Service Representative - Bilingual position at FTL Finance?

Job Description

We are seeking a Bilingual Customer Service Representative who is fluent in both English and Spanish to effectively communicate with our diverse customer base. In this role, you will provide exceptional service to our customers by addressing inquiries, processing customer loan payments, resolving issues, and ensuring a positive customer experience. You will report to the Customer Service Manager and work alongside a team that’s dedicated to delivering excellent service to our customers every day.

Since 1996, FTL Finance has specialized in financing for residential HVAC and other home improvement projects. Based in the heart of Missouri, we take pride in empowering thousands of hardworking contractors nationwide to elevate their businesses and increase sales. At FTL Finance, our mission to make home improvement easier on everyone is demonstrated in our dedicated support teams, robust digital tools, and programs to help homeowners with all types of credit.

Join FTL Finance, where your passion for world-class customer service will thrive in an environment that fosters growth, innovation, and success. Be part of a team that makes a real difference in the lives of contractors and homeowners across the nation!

What You’ll Do :

Respond to incoming customer calls by identifying needs, offering solutions, and delivering efficient, accurate, and friendly service.
Process customer payments promptly and accurately while maintaining attention to detail.
Document customer interactions in a clear, consistent, and timely manner immediately following each call.
Support the Collections Department, as needed, by conducting outbound payment reminder calls to assist with account management.
Handle customer correspondence and take on additional administrative tasks as needed.
Perform other duties and responsibilities as assigned to support team objectives.

What You’ll Bring :

1-2 years of experience in customer service, administrative support, or a related field

Fluency in Spanish and English, both verbal and written

Ability to write professional, clear, and concise correspondence in both languages.

Proficiency in Microsoft Office Suite (Outlook, Word, Excel) and customer relationship management (CRM) systems, such as Salesforce

Strong typing skills and ability to learn new systems quickly

Excellent active listening abilities to understand and address customer needs

Ability to maintain a positive and professional tone, even during challenging interactions.

Exceptional attention to detail and accuracy when handling documentation, payments, and call notes.

Strong organizational and time-management skills to manage multiple tasks efficiently.

Proactive mindset with the ability to identify solutions and resolve customer issues effectively.

High school diploma or equivalent required, associate’s degree or equivalent preferred.

What You’ll Get :

A dynamic, fast-paced, fun and inclusive work environment (with always-stocked snacks and beverages!)

Annual company parties and fun team events

Growth and development opportunities

Hybrid work arrangement (3 days in-office / 2 days remote)

Monthly team celebrations and luncheons

Excellent offerings under our group benefit plans for medical, dental, vision, FSA, etc.!

401K plan with a company match of up to 4%!

Generous Paid Time Off (PTO) plus 12 paid holidays

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Customer Service Representative - Bilingual

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