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Representative, Customer Service

Apply Req ID: oTZXcfwL Date posted 06/26/2020


Job Family: Business Operations

Responsible for the day-to-day operations of the company's business units. Aims to deliver superior service to clients by driving and optimizing the effectiveness and efficiency of people, processes and technology thereby enhancing financial performance, increasing investment capacity, and managing risk. Builds the sustainable repeatable capabilities that support delivery of the highest standards of service and execution. Analyzes and reviews data tools, business processes and operational standards to execute service delivery. Evaluates and ensures that operations meet company objectives, business needs, service agreements and relevant requirements. Researches and monitors external landscape to identify developments and translate them into operational implications for the company.

Job Function: Auto Loan & Lease Customer Service

Acts as a primary point of contact to assist consumer loan customers in resolving account issues and questions. Researches and escalates as appropriate. Ensures adherence to internal policy and external regulations. Supports respectful customer experiences throughout life of loan.

Summary of Responsibilities:

The Representative, Auto Loan & Lease Customer Service provides professional and customer friendly delivery of service to internal and external customers by following established policies, procedures and guidelines to protect the Consumer and Company.

Essential Functions:

  • Provides professional and customer friendly delivery of service to internal and external customers.
  • Ensures the delivery of customers responses in a timely and accurate manner.
  • Creates a connection and develops rapport with customers to provide outstanding, personalized service.
  • Follows established policies, procedures and guidelines to protect both the customers and the company.
  • Assists customers with inquiries and/or problem resolution in a professional and composed manner.
  • Remains abreast and informed of changes in the company's products, services and procedures.
  • Adheres to company policies and procedures, code of ethics and all Federal, State and local laws.
  • Maintains performance and production standards to meet department expectations and company goals.
  • Documents all account activity in the system of record.

Other Functions:

  • Other duties as assigned.


  • Education -
    • Bachelor's Degree: Business, Communications, Employee Relations, or equivalent field
    • or equivalent work experience: Equivalent combination of education and experience may be substituted in lieu of degree.
  • Experience -
    • 0-3 years Customer Service, Collections or related experience
    • 0-3 years Experience within a goal-oriented environment.
  • Skills & Abilities -
    • Ability to maintain confidentiality at all times.
    • Ability to respond and assist customers with inquiries and/or problem resolution.
    • Ability to educate customer on a service or product solution.
    • Ability to work effectively as a team member.
    • Proficient in basic computer and data entry skills.
    • Proficient verbal and written communication skills.
    • Ability to adhere to policies, procedures, and instructions of management.
    • Ability to work independently as well as part of a team to meet common objectives.
    • Ability to respond to internal and external requests as needed.


  • Change Orientation - Support for Change:
    • Foundational - Learning and Developing
      • Learns new methods and procedures or modifies them to meet new standards
      • Is positive about new approaches and methods resulting from change

  • Collaboration - Teamwork:
    • Foundational - Learning and Developing
      • Works effectively in team settings
      • Shows appreciation for others' help and lends a hand when needed to complete shared tasks

  • Customer Focus - Customer Satisfaction:
    • Foundational - Learning and Developing
      • Demonstrates the organization’s customer service standards

  • Customer Focus - Customer Understanding:
    • Foundational - Learning and Developing
      • Actively seeks information to understand customer needs

  • Execution - Excellence:
    • Foundational - Learning and developing
      • Ensures all tasks are carried out correctly
      • Learns from past mistakes and ensures that they are not repeated in similar future situations

  • Influence - Two-way communication:
    • Foundational - Learning and Developing
      • Communicates clearly and precisely
      • Listens carefully and asks questions to clarify understanding

  • Problem Solving - Problem Identification:
    • Foundational - Learning and Developing
      • Defines issues accurately and identifies the critical components

  • Risk Management - Knowledge of Risk Management Policies, Regulations, Processes and Procedures:
    • Foundational - Learning and Developing
      • Learns about and diligently follows established risk management policies, processes and procedures

Working Conditions:

  • Frequently: Minimal physical effort such as sitting, standing, and walking.
  • Occasional moving and lifting of equipment and furniture is required to support onsite and offsite meeting setup and teardown.
  • Physically capable of lifting up to fifty pounds, able to bend, kneel, climb ladders.

Employer’s Rights:

  • This job description does not list all the duties of the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.
  • The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.


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