Bilingual Customer Service Representative

Job Title Customer Services Support Reports to Royalty Support Manager Type of role Full time / Onsite Who We Are Founded in 2014, Sound Royalties is the world's leading specialty finance company for the global creative industries, providing funding solutions to Music Creatives, YouTube Creators, and TV/Film Professionals, without risking ownership of their work. Its mission is to provide flexible financing for creators to catapult their personal and professional projects, empowering them to choose from a variety of pricing options. The company offers fixed-fee, fixed-term advances to music creatives, labels, publishers, distributors, YouTube content creators/channel owners, and TV production companies without ever taking ownership of copyrights or a percentage of future works. Celebrating more than a decade in business, Sound Royalties works with more than 250 organizations globally, including PROs, CMOs, labels, publishers, distributors, TV networks, and content platforms worldwide, to fund and empower creators behind culturally significant works from the likes of Beyoncé, Ariana Grande, Willie Nelson, Blondie, Smokey Robinson, and more. General The Customer Services Support will work in our West Palm Beach office and will report to the Royalty Support Manager. The Customer Services Support will work closely with all departments across the company to ensure incoming inquiries are resolved and communicated in a timely manner. Essential Responsibilities and Duties Handle post-funding inquiries from customers and communicate results, via phone and or emails Use the online Royalty Support Specialist case system to document issues, progress and resolution Daily upkeep and maintenance of the online case system used to manage customer queries Adhere to internal turnaround times to ensure timely response, resolution and completion of inquiries. Cases may have impact other departments so timeliness is a must Responsible for identifying cases that require management review Keep Royalty Specialists appraised of open issues and resolution status Guide customers through understanding, troubleshooting, or navigating the Sound Royalties Online portal Assist customers with Sound Royalties statement questions Connect with customers through various communication channels and ensure to document the system of all customer interactions Proactive handling of after-hours messages and call logs Manage inquiry reports and review for pending actions or case closure Work closely with all departments to ensure inquiries are resolved in a timely manner Maintain strict confidentiality of client information and records Maintain a positive and professional attitude and diffuse customer complaints Provide feedback on the customer service process and efficiency of experience Maintain database and Customer Contact information up to date Communicate with outside vendors, royalty payors Conduct conference calls with third parties and creatives to obtain financial information and confirm outstanding balances Execute quality assurance “Closing call” prior to funding; confirm the successful setup of the online portal and ensure the customer is fully prepared for the transition Support other areas of Music Servicing and Operations as needed. May assist in daily operations or projects as needed Professional email communication – Managing email correspondence and driving engagement through professional written communication Sensitive Document Delivery: Responsible for the accurate generation and distribution of letters to customers Organize, save and upload monthly files for audits Experience Required 1-2 years of Customer Service Experience, preferably in financial services, Operations or similar industry Superior Verbal and Written Communication in English and Spanish Experience in using Salesforce, Excel and Word preferred but not required People-first attitude with a good temperament to handle disputes and urgencies Active listening skills Collaborative mindset, coupled #J-18808-Ljbffr TerraScale