Customer Service Representative (hybrid home/office)

Title Customer Service Representative
Reports To Servicing Operations Supervisor
Location 27442 Portola Parkway Suite 250 Foothill Ranch, CA 92610 (Hybrid Home/Office)
Department Loan Servicing
Status Non-Exempt

Job Seekers interested in these key words might be a fit for this position: Customer Service, Quality Assurance, Communication Skills, High Volume, Inbound Calls, Outbound Calling, Data Entry, Detail Oriented, Bilingual, Multi-tasking, Collections, Problem-Solving, Negotiation

SUMMARY: The Customer Service Representative will be responsible for servicing auto loan accounts by providing support to customers and answering service questions; suggesting information to assist in providing excellent customer service and documenting all account activities utilizing loan servicing software.

RESPONSIBILITIES:

• Resolve customer problems by clarifying the customer's requests and provide a one-call resolution
• Follow and ensure compliance with all company policies and procedures
• Recommend potential services to management by collecting customer information and analyzing customer needs
• Negotiate payment arrangements with customers, including offering suggestions as to how they can meet their obligations, propose alternative payment methods, and establish payment procedures
• Manage high volume of incoming calls while multitasking
• Respond to customer requests regarding account status
• Process and file physical damage, total loss, and GAP claims with insurance agencies
• Negotiate claim resolutions with insurance agencies to maximize recovery and minimize losses to the company
• Analyze data used in settling claims to ensure that claims are valid and that settlements are made according to company policies and procedures
• Identify and assess customers’ needs to achieve satisfaction
• Meet personal/team/department daily and monthly Loan Servicing goals
• Ensure all after-hour voicemails are reviewed and calls are returned to customers within 24 hours
• Other duties as assigned

QUALIFICATIONS/REQUIREMENTS:

• 1-3 years of customer service experience, preferably in the auto finance industry
• Strong phone contact handling skills and active listening
• Familiar with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of personalities
• Excellent communication and presentation skills
• Ability to multi-task, prioritize and manage time effectively
• Fluency in Spanish preferred (not required)
• High school diploma or equivalent

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

ADDITIONAL REQUIREMENTS:

While performing the duties of this job, the employee may perform some or all of the following physical activities: Use hands to finger, handle, or feel; and talk or hear; walk; reach with hands and arms; sit, stand, stoop, kneel, crouch, or crawl; lift and/or move up to 10 pounds; use sight, including close vision, distance vision, color vision, peripheral vision, and ability to adjust focus; and hear in a work environment with a moderate noise level. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

About Lentegrity

Our Vision is supported by three pillars forged in our unwavering commitment to build strong and lasting business relationships not only with our lending partners but also our employees and borrowers:

Purpose

To provide borrowers and dealerships with the most positive experience in the origination, ownership and servicing of every vehicle all while creating a positive culture in the workplace for our employees.

Mission

Leverage our core principles to become the lender of choice and a trusted partner to our expanding dealer network while building loan portfolios that create value for Lentegrity, its lending partners and its investors.

Values

· Integrity

From the CEO to our entry level staff the principles of honesty, decency and fairness are the foundation of our core values and are reflected in all of our interactions and business transactions.

· Teamwork

Our management team and staff was recruited and hired based on their work-ethic, knowledge, mutual respect and ability to collaborate effectively with one another. We will always seek to instill these values in all of our employees.

· Service

We will always strive to provide the gold standard in service, not only to our borrowers, but also to our dealers and partners.

· Consistency

Consistency will be evident in every aspect of our business, from credit decisions to customer service, collaboration and staffing. We pledge to hire and retain team members that share our core values in support of our Vision.

Benefits

We offer an exceptional and enthusiastic work environment, competitive benefits, progressive career opportunities, a casual dress code and strive to ensure every Team Member is empowered to work to their optimum potential.

Lentegrity offers Team Members:

• Extensive growth opportunities with an emphasis on promoting internally
• An atmosphere that is collaborative, innovative and challenging
• Ongoing learning and development opportunities—including access to over 3,500 self-paced courses, instructor-led virtual training classes and 25,000 books in online, audio and summary formats.
• Competitive compensation
• Excellent benefits package that includes: comprehensive Medical/Dental/Vision, Health Savings Plans, 401(K) match, 24/7 counseling and consultation services (EAP), Adoption Assistance, optional Commuter benefits and more.

Pay Range:

Base salary: $18.15-$24.75 per hour

Proud to be an Equal Opportunity Employer

Lentegrity is dedicated to providing an inclusive environment for all. We are proud to be an Equal Opportunity Employer and value a culturally diverse workforce. We believe in ensuring all team members demonstrate mutual respect for one another. All qualified applicants will receive consideration for employment without regard to protected characteristics like age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Privacy

Please take notice that Lentegrity, LLC collects certain information about our job applicants and employees. Learn more about your rights in our California Privacy Notice: https://lentegrity.com/Forms/NoticeToApplicants.pdf

Job Type: Full-time

Pay: $18.15 - $24.75 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift

Experience:

• Call Center: 2 years (Required)

Work Location: Hybrid remote in Foothill Ranch, CA 92610

Salary : $18 - $25