Bilingual (Spanish) Customer Service Representative

Aquent, a leading talent solutions partner, is seeking a dedicated individual to join a premier financial services provider within the dynamic automotive industry. This organization is at the forefront of powering growth by offering essential financing solutions for automotive products, fostering a culture of service excellence for both customers and dealerships. Step into a pivotal role where your expertise will directly contribute to customer satisfaction and operational efficiency. As a Customer Service Representative, you’ll be a vital link, ensuring seamless financial interactions and supporting individuals and dealerships through various stages of their automotive financing journey. Primary Duties Serve as the primary point of contact for a high volume of inbound and outbound customer calls, expertly addressing inquiries and resolving concerns ranging from basic account information to complex situations such as vehicle total loss. Adhere to established call guidelines and customer satisfaction metrics, providing accurate account details and clearly explaining processes and procedures. Cultivate a positive and enthusiastic demeanor, actively contributing to a high-performing service team. Execute essential administrative tasks, including fulfilling support requests for correspondence, titles, and tickets, ensuring timely and accurate delivery. Uphold rigorous service level expectations and comply with all federal and state laws, as well as internal policies, to safeguard consumer privacy and financial information. Customer Accounts Focus (Collections) Manage a high volume of inbound and outbound collection calls, primarily engaging with customers whose accounts are 1 to 59 days past due, with opportunities for experienced representatives to handle more complex, longer-term delinquencies. Proactively establish contact with customers not reached by automated systems, empathetically understand their financial situation, and identify contributing factors to delinquency. Educate customers on available options and negotiate payment arrangements to help them bring their accounts current and retain their vehicles. Process payments securely over the phone when customers are ready to pay, demonstrating professionalism and discretion. Enhance collection effectiveness by researching customer information using advanced tracing tools, and identify high-risk accounts for specialized attention. Process requests and resolve follow-up items related to collection activities, maintaining subject matter expertise and strict adherence to federal and state collection laws and consumer privacy regulations. Funding Focus Drive the efficient funding of retail and lease contracts, ensuring meticulous compliance and robust risk management throughout the process. Review contract submissions, verifying the accuracy of customer and contract information within the system. Proactively follow up on contract corrections or missing documentation, and route exceptions for appropriate approvals. Manage a daily volume of incoming and outgoing calls, providing accurate funding status updates and resolving dealer inquiries. Provide crucial support to dealerships by assisting with basic troubleshooting for the proprietary contract submission system. Process a high volume of new account originations, meticulously determining the accuracy and completeness of submitted contracts to meet all booking requirements. Qualifications Bilingual proficiency in English and Spanish. High school diploma or equivalent. Strong customer service mindset. Proven ability to collaborate effectively within a team. Exceptional interpersonal skills, both verbally and in writing. Proficient keyboarding skills and ability to multitask effectively. Analytical mindset with capacity to devise creative, practical solutions. Solid organizational skills and meticulous attention to detail. Proficiency with standard office productivity software and quick aptitude for learning new proprietary systems. Reliability, adaptability, and a coachable attitude. Comfort and confidence handling a high volume of phone interactions daily. Proactive approach to learning and adapting to new processes. Strong work ethic, punctuality, consistent attendance, and unwavering integrity. Ability to work independently as well as contributing to a team. Track record of meeting and exceeding performance goals and quality expectations. Strong sense of ownership and results-oriented approach to all tasks. Belief that every interaction is an opportunity to serve a customer. Inquisitive nature, consistently asking questions to learn and grow. Nice-to-Have Qualifications Associate’s or Bachelor’s degree. Prior experience in customer service or collections; contact center experience is a significant advantage. Equal Opportunity Employer Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. #J-18808-Ljbffr