Customer Service Representative

WATERCRESS FINANCIAL GROUP LLC; West Des Moines (IA); Híbrido; USD 25.000 - 36.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work schedule possible

Incentive pay after 90 days

Descripción de la vacante

WATERCRESS FINANCIAL GROUP LLC in West Des Moines, IA seeks a bilingual Customer Service Representative to handle high volumes of calls, emails, and chats. You will resolve inquiries, process payments, and provide account information with integrity and confidentiality.

The role requires 2+ years in customer service, strong communication, and a solid understanding of financial products. Hybrid scheduling is possible based on performance.

Formación

• Experience in a call center environment preferred.
• Excellent verbal and written communication skills.
• Ability to prioritize tasks and work independently or in a team.
• Strong customer service focus and problem-solving abilities.

Responsabilidades

• Provide account level information including balances, payment histories, setup and payoff requests.
• Field calls, emails, and chat requests.
• Handle correspondence efficiently to meet performance standards.
• Research account discrepancies, including payment research.
• Stay informed of policy changes.
• Resolve customer complaints, concerns, and inquiries promptly.
• Demonstrate professionalism, patience and a people-first attitude.
• Willing to work flexible schedules, weekends, and holidays as needed.

Conocimientos

Call center experience

Customer service

Communication skills

Integrity/confidentiality

Time management

Educación

High School Diploma

Associate or Bachelor’s degree preferred

Herramientas

Microsoft Office

Descripción del empleo

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
• Typical hours for this role are Monday through Friday from 10:30AM to 7PM. Candidates should be flexible and willing to accommodate future scheduling adjustments, which may include later evening hours and periodic weekend work.
• Starting at $22 hourly + up to 7.5% monthly incentive pay after first 90 days
• Bilingual preferred