Centralized Servicing Representative II

Lendmark Financial Services LLC; United States; Hybrid; USD 42,000 - 56,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k)

Paid time off

Paid holidays

Life insurance

Long-term disability

Tuition assistance

Employee assistance program

Critical care insurance (optional)

Job summary

Lendmark Financial Services is seeking a Centralized Servicing Specialist to support branch and centralized operations, handling a variety of duties involving customer inquiries and payments. You will assist with the Mobile App, manage complaints and disputes, and process various contracts with attention to accuracy.

The role operates in a call-center environment with a hybrid office setting, requiring strong communication and problem-solving skills, and flexibility to work evenings or weekends

Qualifications

• High School Diploma or GED required.
• 2+ years customer service or consumer finance experience.
• 1+ year call center experience.
• Detail oriented with ability to multi-task.
• Excellent communication and customer service skills.
• Proficient with MS Windows, Excel and Word applications.

Responsibilities

• Operate the company’s toll-free customer service line to handle inquiries and resolve questions.
• Assist customers with the Mobile App, troubleshooting registration, login, and password issues.
• Enter customer complaints and credit disputes into the complaint management system.
• Process returned mail, letters, and other correspondence.
• Handle processing of paid-out contracts and release liens per state law.
• Handle system-related help desk tickets accurately and efficiently.
• Post centralized payments (mail, electronic payments, garnishments, etc.).
• Prepare daily banking deposits and balance cash drawers.
• Process modification requests from review to finalization.
• Take lead on special projects and initiatives.
• Manage risk relative to the position.

Skills

Customer service

Communication

Problem solving

Multitasking

MS Office

Education

High School Diploma or GED

Tools

Microsoft Excel

Microsoft Word

Windows OS

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! Since 1996, with over 25 years of personalized lending, Lendmark Financial Services has been serving the personal lending needs of customers underserved by traditional banks. Today, with over 500 branches in 24 states from coast to coast, Lendmark continues to grow with superior, reliable and consistent financial services that make a difference in people’s lives.