Representative, Services Representative, Services …

Santander
in Haltom City, TX, United States
Permanent, Full time
Be the first to apply
Competitive
Santander
in Haltom City, TX, United States
Permanent, Full time
Be the first to apply
Competitive
Representative, Services
Representative, Specialized Services/SCRA Req ID: oh6Qcfw9 Date posted 06/09/2020 Description

We are currently seeking Representatives for our Specialized Services Department to assist our customers with questions related to the Service members Civil Relief Act (SCRA), Bankruptcy, Cease and Desist, Deceased and Out of Country. In this role, you will use knowledge of applicable federal, state and local laws, auto loan procedures, and account information to assist our Auto Loan and Lease customers with inquiries through inbound calls. The Representative in this role is a defined agent with a vast knowledge depository and elevated skill set to handle all type of customer needs. Common customer inquiries include documentation needed to receive SCRA protection, general account inquiries for accounts in Bankruptcy, and requests to place accounts in cease and desist status. Our representatives are responsible for diagnosing and diffusing distressed customers and recognizing trends to mitigate unnecessary calls, decrease customer complaints, and maintain successful customer satisfaction scores.

Essential Functions of Position:

  • Maintains high level of professionalism at all times, creates a connection and develops rapport with every customer to provide outstanding, personal service.
  • Utilizes all tools and resources available to ensure timely and accurate responses to customer inquiries.
  • Educates customers about their contract and services available in accordance with all applicable federal, state and local laws, including the Fair Debt Collection Practices Act, Bankruptcy Code, and SCRA.
  • Accurately updates customer account in system of record.
  • Ensures that accounts are handled according to business strategy and quality guidelines, as well as all state and federal laws and company policy and procedure.
  • Works with customers to better understand reasons for their inquiry to minimize need for future calls.
  • Partners with internal departments to ensure customer receives the most accurate and timely response to inquiries.
  • Maintains knowledge of policy and procedure, seeks help when needed, and attends all required continued learning sessions.
  • Meets department standards in quality and performance.

    Qualifications:

  • High School Diploma or G.E.D. required. Bachelors Degree preferred.
  • Collections or Customer Service experience preferred.
  • Broad knowledge of collection policies and procedures and the Fair Debt Collection Practices Act (FDCPA).
  • Flexibility, adaptability, and acceptance of change in a dynamic financial environment.
  • Ability to perform basic arithmetic calculations.
  • Accurate data entry, typing and ten-key skills.
  • Strong customer service skills.
  • Ability to maintain poise under pressure.
  • Ability to communicate effectively in both verbal and written forms.
  • Ability to maintain confidentiality at all times.
  • Strong negotiation skills and ability to display empathy.

    Employers Rights:

This job description does not list all the duties of the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description. The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

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