Customer Relations Rep Bilingual
Description
In this role, you will be handling direct/indirect disputes. You will investigate and resolve disputes/complaints, ensuring they are handled accurately and promptly, in compliance with regulations and company policies. You may also assist with special projects to include credit reporting and pre/post audits of Metro 2 files.
As a Customer Relations Representative, you will:
- Handle incoming customer service calls and written inquires related to credit reporting issues with professionalism and attention to detail.
- Listen actively and ask the right questions, in order to determine the best course of action for addressing customer complaints and delivering accurate, timely resolutions.
- Analyze credit reports and account histories to determine the validity of disputes.
- Communicate directly with customers, credit bureaus, and internal teams to gather information and documentation.
- Investigate and resolve consumer complaints received via mail, phone, or credit bureaus in compliance with FCRA, CFPB, and company procedures.
- Manage responses and updates through e-OSCAR and internal systems in a timely manner.
- Maintain clear, complete documentation of all actions taken.
- Collaborate with internal teams (Legal, Compliance, and Cash Management) to ensure accurate and compliant outcomes.
- Escalate issues as needed to appropriate departments or leadership.
- Identify opportunities to improve customer experience and prevent repeat issues.
- Stay informed on regulatory updates and company policies.
- Prompt and consistent attendance is required.
Qualifications, you could be a great addition to our team if you:
- Possess a High School Diploma or equivalent.
- Bilingual skills in Spanish, both written and verbal required.
- Demonstrate excellent verbal and written communication skills.
- Proficiency in Microsoft Office (Excel, Word, Outlook, and PowerPoint).
- The ability to learn finance company office procedures, credit reporting regulations, FCRA (Fair Credit Reporting Act), and credit reports.
- Strong analytical, organizational, and problem-solving skills.
- High attention to detail and commitment to accuracy.
- Prior customer service experience required.
- Knowledge of ACDV/AUD processes is a plus.
What We Offer:
- Top-Notch Training: We’re committed to your success, offering training that equips you with everything you need to excel in your role.
- An EXCELLENT Benefits Package:
- Medical Insurance (minimal cost to employees)
- Dental, life insurance, short- and long0term disability
- Profit sharing, 401(k) with company match
- Paid sick leave, holidays and vacation time
- Community Engagement: Join a company that actively contributes to local charities, food banks, schools, and more
- Career Growth: We believe in promoting from within and providing employees with the tools and support to grow their careers.
- Stability and Impact: As a leader in the financial services industry since 1955, we are committed to providing safe, reliable financial services to our customer, treating them with respect, and helping them through difficult times.
Come Begin Your Story! Apply today!
For 70 years now, Security Finance has been committed to offering simple and secure installment loans to our community. With our conveniently located branches, you can count on receiving personalized service from people you trust. At Security Finance, we prioritize being responsible stewards of our community, supporting our neighbors in times of need, and treating every customer with the respect they deserve.
We specialize in providing quick and simple solutions to financial challenges, but our true motivation is the desire to help our community. This commitment drives everything we do, and we remain focused on our mission to deliver fast, friendly service that not only meets our customers’ financial needs but exceed their expectations; to foster a positive, rewarding work environment for our employees based on respect and teamwork; to ensure profitable growth and increased value for our shareholders; and to contribute personally and financially to the communities we serve, embracing a shared responsibility.
Note: This position is subject to a background check for any convictions directly related to its duties and responsibilities. Only job-related convictions will be evaluated and will not automatically disqualify the candidate.