Customer Service Representative

Position Summary

We are seeking a dedicated and detail-oriented Customer Service Representative to join our team. As the first point of contact for our clients, brokers, and internal departments, you will play a crucial role in ensuring a positive customer experience by addressing inquiries, resolving issues, and supporting account and contract processes related to equipment financing.

Qualifications

• Minimum of 1 year of customer service experience, preferably in commercial lending.
• Strong verbal and written communication skills, with the ability to communicate professionally via phone, email, and text using proper grammar.
• Good listening and negotiation skills.
• Intermediate computer and data entry skills, including Microsoft Word, Excel, Outlook, and Internet applications.
• Typing speed of 25 words per minute (WPM).

Skills & Competencies

• Well Organized: Ability to manage multiple tasks, prioritize effectively, and address issues in the appropriate order.
• Resourceful: Passion for problem-solving with a proven ability to utilize available resources to assist customers.
• Investigative Mindset: Ability to analyze various types of information and draw logical conclusions regarding customer needs.
• Compassionate Engagement: Committed to helping customers solve problems while maintaining a calm and professional demeanor during challenging situations.
• Results-Oriented: Demonstrates a genuine desire to achieve goals and deliver excellent customer service.
• Flexible: Able to adapt quickly to new procedures and processes as business needs evolve.
• Team-Oriented: Works collaboratively with departments such as Underwriting, Sales, Account Management, Collections, Credit, Documentation, and Accounting.

Essential Functions

• Handle inbound and outbound customer inquiries via phone, email, and chat in a professional and courteous manner.
• Document all customer communications and follow-up activities.
• Process payments for current customers as needed.
• Process customer credit references.
• Reconcile cash applications with customer accounts.
• Review accounts with management for account adjustments and waivers.
• Enter customer requests and issues into the system for operational departments, including Accounting.
• Assist customers with questions regarding financing agreements, payments, balances, payoff requests, and contract terms.
• Process customer requests, including account updates, payment changes, and document retrieval.
• Liaise with internal departments, including Sales, Credit, Collections, and Documentation, to resolve customer issues efficiently.
• Educate customers on company services, policies, financing agreements, and account features.
• Monitor customer accounts to ensure the accuracy of account information and supporting documentation.
• Identify opportunities to improve the customer experience and escalate unresolved issues to management when necessary.
• Process name change requests and assumption requests as required.