Customer Care Representative

Talentify; Dallas (TX); Hybrid; USD 22,000 - 30,000; Full time

Job summary

Stellantis Financial Services, Inc. in Dallas, TX seeks a Customer Care Representative to handle a high volume of inbound calls, update accounts, and deliver courteous service.

You will troubleshoot issues, explain loan details, document interactions, and collaborate with other departments to resolve delinquent accounts while meeting performance goals. Strong communication and integrity are essential.

Qualifications

• Minimum 6 months to 1 year of customer service experience.
• MS Office (MS Suite) experience required.
• Strong verbal and written communication and interpersonal skills.
• Ability to explain simple interest loan calculations.
• Ability to manage time, multitask, and resolve customer needs.
• Adherence to company policies and confidentiality.

Responsibilities

• Provide customers with loan payoff details and simple interest explanations.
• Troubleshoot customer issues, determine causes, and follow up to ensure resolution.
• Respond to inquiries such as address changes, payments by phone, and deferments.
• Maintain customer accounts and document interactions in the SFS system.
• Collaborate with other departments to address queries and modify plans.
• Handle high priority customers as directed by leadership.
• Access sensitive customer information with proper discretion.
• Contribute to department goals via daily, weekly, and monthly performance targets.
• Respond to all other customer, dealer and third-party calls professionally.
• Stay up to date with product knowledge and perform additional projects.

Skills

Customer service

Communication

Problem solving

Multitasking

Integrity & confidentiality

MS Office proficiency

Education

High School Diploma / GED

Tools

MS Office

Job description

Position Summary

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 payoffs 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.
• Provide quality service by responding to customer inquiries such as address changes, payments by phone, and payment deferments (extensions).
• Maintain customer accounts and document customer interactions with details of inquiries, complaints, or comments in 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, but not limited to, Social Security numbers, dates of birth, etc.
• Contribute to department goals by accomplishing individual assigned performance goals inclusive of daily, weekly and monthly production calls, availability, talk-time, conversion rates and dollars collected.
• Respond to all other customers, dealer and third-party phone calls received with a courteous and highly professional manner.
• Stay up to date with SFS product knowledge.
• Additional tasks and projects as assigned.

Qualifications and Competencies Required

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Required Experience

• Minimum of 6 months- 1 year of customer service experience.
• 6 months- 1-year minimum experience using Microsoft Office (MS) Suite applications
• Excellent verbal and written communication, and interpersonal skills.
• Must be able to maintain a high level of integrity, confidentiality and professionalism.
• Must be able to respond to written correspondence and demonstrate thorough reading and understanding of instructions, memos, and tasks.
• Ability to explain simple interest loan calculations to customers.
• Skilled in delivering timely, customer-focused solutions.
• Exhibit strong critical thinking skills and effective problem-solving capabilities.
• Proficient in managing challenging customer conversations to resolve customer needs.
• Ability to multitask, prioritize, and manage time efficiently.
• Solid understanding and adherence to company policies, procedures, and compliance guidelines is essential.

Education

High School Diploma / GED

Additional Requirements

• Overtime required – required on an as needed basis.
• Travel 0-10% - as required on an as needed basis.
• Must have reliable transportation and live within a commutable distance to one of the following cities: Dallas, TX (Hybrid) Atlanta, GA ( Hybrid)

Qualifications Preferred

• Experience providing high-end quality customer service.
• Bilingual in Spanish with the ability to read, write and translate is a plus!
• Previous call center work environment experience.
• Previous experience managing high call volumes.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

An applicant must be authorized to work in the United States to be eligible for this position. Stellantis Financial Services, Inc. will not sponsor applicants for work visas of any type for this position.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Work Schedule

This position requires the ability to work various shifts to accommodate business needs. Typically, between the hours of 8AM-6PM Monday through Friday and on weekends as needed. Travel is required 10% of the time.

Stellantis Financial Services, Inc (SFS) is an equal opportunity employer and is committed to providing its employees an environment that is free of harassment, discrimination, and intimidation. It is the policy of SFS to comply with all applicable employment laws and regulations and to provide equal opportunity for all qualified persons and to not discriminate against any employee or applicant for employment because of race, color, religion, sex, age, national origin, disability, pregnancy, sexual orientation, veteran status, gender identity or expression, change of sex, and/or transgender status or any protected status. Candidates must possess authorization to work in the United States. This policy applies to recruitment and placement, promotion, training, transfer, retention, rate of pay and all other terms and conditions of employment. Employment and promotion decisions will be based solely on merit, ability, achievement, experience, conduct and other legitimate business reasons.