Centralized Servicing Representative II

Lendmark Financial Services; Gilbert (AZ); Hybrid; USD 36,000 - 56,000; Full time

Benefits offered by this job

Medical benefits

Paid time off

401(k)

Tuition assistance

Job summary

Lendmark Financial Services is seeking a Centralized Servicing Specialist in Gilbert, AZ. This role provides support to branch and centralized operations, handling a range of customer inquiries and operational tasks.

Responsibilities include resolving customer questions, troubleshooting app issues, processing complaints, and managing payments. The position offers a hybrid work model and requires strong communication and problem-solving skills.

Qualifications

• High School Diploma or GED or equivalent.
• 2+ years in customer service or consumer finance or related field.
• 1+ years of call center experience.
• Detail oriented with ability to multi-task.
• Strong analytical and problem-solving skills.
• Excellent communication and customer service skills.
• Proficient with Microsoft Windows, Excel and Word.

Responsibilities

• Operates the Customer Service Toll-Free line and resolves inquiries promptly.
• Troubleshoots mobile app registration, login, and password issues.
• Enters customer complaints and credit disputes into the management system.
• Handles returned mail, letters, and other correspondence.
• Processes paid-out contracts and releases liens per state law and guidelines.
• Manages help desk tickets and centralized payment posts.
• Prepares daily banking deposits and balances cash drawers.
• Processes modification requests from review to finalization.
• Leads special projects and initiatives.

Skills

Customer service

Call center

Multi-tasking

Analytical thinking

Communication skills

Problem solving

Education

High School Diploma or GED

Tools

Microsoft Windows

Excel

Word

Job description

At Lendmark Financial Services, we believe the success of our company is specifically attributable to the quality of our employees and their commitment to our customers. We value each customer and understand that people want to do business with people who care. That’s one way we differ from our competitors. We are proud of what we as a team have accomplished. We will always strive for improvement, our motto since day one has been “Success is the only option.”

Lendmark Financial Services offers a comprehensive benefits package for employees and dependents that includes medical, dental, vision benefits, paid time off, paid holidays, 401(k), life insurance, long-term disability, tuition assistance and an employee assistance program. We also offer optional benefits such as critical care, auto, home and pet insurance as well as other ancillary insurance options.

Summary:

The Centralized Servicing Specialist positions are responsible for providing support to branch and centralized operations, handling a variety of functions.

MAJOR DUTIES/RESPONSIBILITIES:

• Operates the company’s Customer Service Toll-Free line; handling inquiries and concerns, asking for clarification to deal with each inquiry or concern promptly, and accurately to resolve customer questions, or transferring callers to appropriate parties for assistance
• Provides entry-level support for the company’s Mobile App: assisting customers by troubleshooting registration issues, login issues, and password resets, escalating more complex issues to the appropriate team members
• Responsible for entering all customer complaints, and credit disputes received via telephone, email, or mail, utilizing our complaint management software
• Processing all returned mail, returned check letters, credit verification letters, or any other correspondence received
• Proper handling of processing paid out contracts, and releasing liens in a timely manner, according to state law and company guidelines
• Efficiently and accurately handles system related “help desk” tickets
• Accurately posts all centralized payment handling; including but not limited to mail, electronic, repo payments, credit insurance, bankrupt trustee payments, and garnishment payments
• Preparing daily banking deposit, balancing cash drawers each day, and other cashier related duties
• Processing of modification requests from initial review to finalization
• Taking lead on special projects and initiatives
• Manages risk relative to position
• All other duties assigned by Management

BASIC QUALIFICATIONS:

• High School Diploma or comparable education (GED)

• 2+ years customer service and/or consumer finance or related experience

• 1+ years of call center experience

• Detail oriented and ability to multi-task

• Excellent analytical and problem solving skills

• Excellent communication and customer service skills

• Proficient working knowledge of Microsoft Windows, Excel and Word Applications

• May require lifting of materials up to 15 lbs.

• Ability to work with minimum supervision

• Ability to work flexible hours, including evenings and weekends, as required

• Strong problem-solving abilities with a focus on finding effective solutions

COMPENSATION:

• The salary range for this position is competitive based on the job duties as well as the specific Knowledge, Skills, Abilities and Experience of the selected candidate.
• This position is eligible for Quarterly Incentive compensation based on individual and company performance guidelines.

WORKING CONDITIONS:

• Call Center – Office Hybrid

If you are interested in a fast paced, high growth, team oriented and great culture environment, you’ll enjoy a career with us!