Customer Service Representative

Customer Support RepresentativeEstablished in 1975, Financial Pacific Leasing, Inc. (a subsidiary of Columbia Bank), is a direct provider of small-ticket commercial equipment leases. FinPac originates business through partnering with vendors, third party originators and lessors nationwide. For over 50 years, these partners have relied on Financial Pacific to provide them with innovative financing solutions for their customers.The Customer Support Representative is responsible for professionally managing incoming calls and written communications, ensuring customer inquiries are handled promptly, accurately, and in alignment with established guidelines. This role troubleshoots and resolves customer issues by analyzing information, coordinating with internal teams, and serving as an effective liaison between departments and external partners. The representative uses company systems and tools to perform tasks efficiently and support both customer needs and organizational objectives.Maintains strong communication with management regarding any situations that could impact the company. This role is expected to build and sustain positive customer relationships while demonstrating strong work ethic, clear verbal and written communication skills, effective time management, and the ability to work well under pressure. Consistency, attention to detail, organization, flexibility, honesty, and teamwork are essential traits for success in this position.Serve as the primary point of contact for customers, vendors, brokers, and internal teams, managing inbound calls and written communications professionally and efficientlyResolve customer issues by analyzing information, troubleshooting, and coordinating across departments and external partnersProvide support on lease-related inquiries including buyouts, invoicing, billing, taxes, contract changes, and payment history requestsHandle escalations and de-escalate complex customer situations while adhering to SLAs and company policiesProcess account and document-related tasks such as contract adjustments, invoices, automatic payments, and lease assumptionsPrepare and distribute customer documentation and maintain accurate records in company systemsUtilize internal tools and systems to complete daily responsibilities with accuracy and efficiencyMaintain clear, detailed notes and documentation in customer databasesCollaborate cross-functionally to support customer needs and ensure seamless service deliveryCommunicate effectively with leadership on issues that may impact customers or the businessEnsure confidentiality of all customer and company informationFollow all company policies, procedures, and regulatory requirementsProvide exceptional customer service and contribute positively to team culture and organizational goalsAbout You:2+ years of customer service or call center experience in a high-volume, multi-channel environment1+ year of experience handling issue resolution, troubleshooting, and escalations within defined SLAs/policiesExperience in equipment, consumer, or commercial leasing operations (buyouts, assumptions, assignments, etc.) is a plusHigh school diploma or equivalent requiredStrong verbal and written communication skillsActive listener with a customer-first mindsetDemonstrated empathy, patience, and professionalism in customer interactionsStrong problem-solving and critical thinking skillsAbility to de-escalate challenging situations confidentlyHighly organized with strong attention to detailEffective time management and ability to multitask in a fast-paced environmentPositive attitude with a strong sense of ownership and initiativeThe pay range for this role is $18.00 to $24.00.The pay rate for the selected candidate is dependent upon a variety of non-discriminatory factors including, but not limited to, job-related knowledge, skills, and experience, education, and geographic location. The role may be eligible for performance-based incentive compensation, and those details will be provided during the recruitment process.This posting is part of an evergreen requisition to create a pipeline of talent. If you are interested in potential opportunities in this area, we encourage you to apply. While we may not have an immediate opening at this time, we are always looking for top talent and will reach out as positions become available in the posted locations.We are proud to offer a competitive total rewards package including base wages and comprehensive benefits.We offer eligible associates comprehensive healthcare coverage (medical, dental, and vision plans), a 401(k)-retirement savings plan with employer match for qualifying associate contributions, an employee assistance program, life insurance, disability insurance, tuition assistance, mental health resources, identity theft protection, legal support, auto and home insurance, pet insurance, access to an online discount marketplace, and paid vacation, sick days, volunteer days, and holidays. Benefit eligibility begins the first day of the month following the date of hire for associates who are regularly scheduled to work at least thirty hours weekly.Columbia Bank is an equal opportunity and affirmative action employer committed to employing, engaging, and developing a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, age, sexual orientation, gender identity, gender expression, protected veteran status, disability, or any other applicable protected status or characteristics. If you require an accommodation to complete the application or interview(s), please let us know by email: View email address on click.appcast.io posted job opportunities are only intended for individuals seeking employment at Columbia Bank. Columbia Bank does not accept unsolicited resumes or applications from agencies and Columbia Bank will not be responsible for any fees related to unsolicited resume submissions. Staffing and recruiting agencies are not authorized to submit profiles, applications, or resumes to this site or to any Columbia Bank employee and any such submissions will be considered unsolicited unless requested directly by a member of the Talent Acquisition team. Columbia Bank (WA, OR & ID)