Customer Support Specialist
Description
Job Title: Customer Support Specialist
Department: Lending Services
SUMMARY
The Customer Support Specialist is responsible for providing technical assistance and automobile loan application support related to customers use of the Lenders Protection Platform. Responds to phone calls and email queries, provides outstanding customer service with a helpful friendly attitude. Finds solutions to customer challenges to help increase customers insured auto loan portfolio, while following program guidelines, benefits and limitations.
PRIMARY RESPONSIBILITIES
- Provide technical assistance and support to customer queries and issues related to system access, browser compatibility, adding or removing users, processing payoffs, editing applications, determining errors, and relaying industry best practices in a prompt professional manner.
- Respond to queries either by email or over the phone, logging all activities in desk.com and escalating more difficult problems as required to exceed customer's service expectations.
- Project a confident and friendly tone at all times, eagerly seek to solve the customers problem as efficiently as possible.
- Provide monthly reports, resolve billing inquires and report explanation to customer when requested.
- Assist account management, marketing and sales with collateral preparation, duplication and delivery.
REQUIRED SKILLS
- High School Diploma or Equivalent is required. College level course work or a degree in business science or arts is helpful and preferred.
- Must learn and become knowledgeable in the operation, functionality and capabilities of the Lenders Protection Platform
- Must learn and understand the automobile finance business, including the mechanics of Indirect Auto finance involving automobile dealers and lenders financing the purchase of program eligible automobiles.
- Must understand the basic functions of automobile loan origination systems, credit reporting, and automobile valuation guidebooks.
- Must speak and act professionally, treat every customer with respect and appreciation, work well with internal employees in a cooperative and helpful manner.
- Must be proficient with Microsoft Office 365, calculator, phone.
- Be energetic and have a positive attitude.
- Be willing to assist other team members as needed for special projects or additional duties when requested.
PHYSICAL REQUIREMENTS
- Ability to work at a computer for extended periods.
- Ability to lift up to 15 pounds occasionally.