Customer Service Specialist

Loan Customer Service Representative

Key Responsibilities:

• Provide exceptional customer service by handling customer inquiries and claims related to their loans. Handle inbound and outbound calls, totaling 100+ calls per day.
• Respond to customer questions, concerns, and issues via phone, email, and other communication channels.
• Communicate Dealer Partners to resolve issues and obtain additional information when necessary.
• Investigate and resolve customer complaints in a timely and professional manner.
• Detect suspicious and fraudulent loan applications.
• Maintain accurate and up-to-date records of customer interactions and transactions.
• Collaborate with other departments to ensure prompt resolution of customer issues.
• Assist in developing and implementing customer service policies and procedures.
• Be an expert on our loan products and processes.
• Provide feedback and suggestions for improving customer service processes and enhancing customer satisfaction.
• Adapt to changing policy and procedures on a constant basis while maintaining high quality to your work.
• Ensure compliance with company policies, regulatory requirements, and industry standards.
• Review financial documents submitted by the borrower.
• Meet and/or exceed production, quality, and customer service goals.
• All other job duties assigned.

Qualifications:

• High school diploma or equivalent; related field preferred.
• Previous experience in customer service is mandatory; a minimum of 2-3 years of experience is recommended.
• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict resolution abilities.
• Working knowledge of various loan structures, payment schedules, amortizations, interest rates
• Proficiency in Microsoft Office (Word, Excel, PowerPoint).
• Familiarity with Loan Management Systems (LMS) is required.
• Working knowledge of financial services regulations together with all internal policies and procedures
• Ability to work on-site at our Foothill Ranch, CA office.

Profile Differentiators:

• Bachelor's degree
• Experience in founding, co-founding or working in a fast-paced startup environment.
• Experience in Powersports Finance Industry (motorcycle, ATVs UTVs, PWCs)
• Experience in a FinTech startup.
• Bachelor's degree or Advanced Professional degree

Hourly Range:

$20.00/hr. - $25.00/hr., based on experience and qualifications.

To support your health and wellness goals, Kawasaki provides a comprehensive benefits program dedicated to the well-being of our employees and their families.

What We Offer:

• Competitive salary based on experience
• Medical, Dental, Vision and Pet insurance
• 401(k) match
• Life and Disability benefits
• Generous PTO policy
• Up to 12 paid company holidays
• Employee discounts on Kawasaki products
• Onsite fitness center
• Kawasaki Kaf

Equal Opportunity:

KMRF is an Equal Opportunity Employer; employment with KMRF is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability or any other legally protected status.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.