Customer Care Representative

Position Summary The Customer Care Representative plays a key role in delivering exceptional service by managing a high volume of inbound calls with efficiency, professionalism, and courtesy. This position is responsible for addressing customer inquiries, updating account information accurately, and fostering a positive and engaging customer experience through every interaction. Essential Duties and Responsibilities Provide customers with loan payoff details and simple interest loan explanations. Troubleshoot customer complaints by determining cause of issue, selecting and explaining the best solution, expediting correction or adjustment, and following up to ensure resolution. Respond to customer inquiries such as address changes, payments by phone, and payment deferments (extensions). Maintain customer accounts and document interactions with details of inquiries, complaints, or comments in the SFS system. Collaborate with other departments by following established procedures to address customer queries, modification plans, and due date changes to resolve current and delinquent accounts. Manage high priority customers at the direction of a Team Lead, Supervisor or Manager as requested. Access sensitive customer information, including Social Security numbers, dates of birth, etc. Contribute to department goals by accomplishing individual assigned performance goals including daily, weekly, and monthly production calls, availability, talk-time, conversion rates and dollars collected. Respond to all other customers, dealer and third-party calls with a courteous and highly professional manner. Stay up to date with SFS product knowledge. Complete additional tasks and projects as assigned. Qualifications and Competencies Minimum of 6 months to 1 year of customer service experience. Minimum of 6 months to 1 year of experience using Microsoft Office (MS) Suite applications. Excellent verbal and written communication and interpersonal skills. Maintain a high level of integrity, confidentiality, and professionalism. Respond to written correspondence and demonstrate thorough reading and understanding of instructions, memos, and tasks. Explain simple interest loan calculations to customers. Deliver timely, customer-focused solutions. Exhibit strong critical thinking skills and effective problem‑solving capabilities. Manage challenging customer conversations to resolve customer needs. Multitask, prioritize, and manage time efficiently. Solid understanding and adherence to company policies, procedures, and compliance guidelines. Education High School Diploma / GED. Additional Requirements Overtime required as needed. Travel 0-10% as required. Must have reliable transportation and live within a commutable distance to Atlanta, GA or Dallas, TX. Preferred Qualifications Experience providing high‑end quality customer service. Bilingual in Spanish with ability to read, write and translate. Experience in a call center work environment. Experience managing high call volumes. Physical Demands Regularly required to sit, use hands to finger, handle, or feel; reach with hands and arms, talk or hear. Occasionally required to stand, walk, stoop, kneel, crouch, or crawl. May lift and/or move up to 10 pounds. Requires close vision. Work Schedule Various shifts, typically between 8AM-6PM Monday through Friday and on weekends as needed. Travel required 10% of the time. Equal Employment Opportunity Statement Stellantis Financial Services, Inc (SFS) is an equal opportunity employer and is committed to providing an environment that is free of harassment, discrimination, and intimidation. SFS complies with all applicable employment laws and regulations and provides equal opportunity for all qualified persons. Candidates must possess authorization to work in the United States. #J-18808-Ljbffr First Investors Financial Services, Inc.