Customer Service Representative

Watercress Financial Group; United States; Hybrid; USD 30,000 - 39,000; Full time

Job summary

Watercress Financial Group seeks a capable Customer Service Representative to join our team. The role requires bilingual communication, attention to detail, and strong knowledge of financial products and services.

You will handle high call volumes and inquiries, billing questions, and payments in a call center setting. Responsibilities include providing account information, researching discrepancies, and resolving customer concerns promptly while maintaining professionalism and confidentiality.

Qualifications

• High school diploma or equivalent.
• Associate or Bachelor's degree in related or comparable field preferred. An equivalent combination of education and experience may be considered
• A minimum of 2 years' experience in Customer Service

Responsibilities

• Provide account level information to customers including but not limited to account balances, payment histories, payment setup and payoff requests
• Field phone calls, emails, and chat requests
• Handle incoming correspondence including calls, emails, and chats in an efficient manner in order to meet performance standards
• Research account discrepancies including payment research
• Stay informed of any changes to policies and procedures
• Provide timely resolution of customer complaints, concerns, and inquiries
• Demonstrate the 3 Ps of customer service: Professionalism, Patience and have a "People-First" Attitude
• Demonstrate a willingness to work flexible schedules, weekends, and holidays as necessary in order to meet business needs

Skills

Call Center Experience

Financial Services Knowledge

Bilingual

Customer Service

Communication Skills

Time Management

Education

High school diploma or equivalent

Associate or Bachelor's degree preferred

Tools

Microsoft Office Suite

Job description

JOB SUMMARY

We are looking for a skilled Customer Service Representative to join our team. The ideal candidate is bilingual, detail-oriented, possesses strong communication skills, and has a solid understanding of financial products and services. The Customer Service Representative is responsible for all aspects of customer service in a call center environment including but not limited to handling high volumes of incoming customer calls, billing inquiries, setting up customer payments and addressing all account related questions.

RESPONSIBILITIES

• Provide account level information to customers including but not limited to account balances, payment histories, payment setup and payoff requests
• Field phone calls, emails, and chat requests
• Handle incoming correspondence including calls, emails, and chats in an efficient manner in order to meet performance standards
• Research account discrepancies including payment research
• Stay informed of any changes to policies and procedures
• Provide timely resolution of customer complaints, concerns, and inquiries
• Demonstrate the 3 Ps of customer service: Professionalism, Patience and have a "People-First" Attitude
• Demonstrate a willingness to work flexible schedules, weekends, and holidays as necessary in order to meet business needs

QUALIFICATIONS

• High school diploma or equivalent.
• Associate or Bachelor's degree in related or comparable field preferred. An equivalent combination of education and experience may be considered
• A minimum of 2 years' experience in Customer Service

KNOWLEDGE AND SKILLS

• Knowledge and experience in a call center environment
• Knowledge of the credit and financial industry preferred
• Excellent customer service focus
• Excellent verbal and written communication skills
• Excellent interpersonal, negotiation, and conflict resolution skills
• Ability to prioritize tasks
• Ability to act with integrity, professionalism, and confidentiality
• Strong communication skills- both written and verbal
• Superior time management and organizational skills
• Ability to work independently and within a team
• Proficient with Microsoft Office Suite or related software

OTHER

• The home office is located in West Des Moines, IA
• Potential for a hybrid schedule based on performance
• Looking specifically for 10AM - 7PM hours
• Starting at $22 hourly + up to 7.5% monthly incentive pay after first 90 days
• Bilingual preferred