Customer Service Representative

Watercress Financial Group LLC; West Des Moines (IA); Hybrid; USD 25,000 - 36,000; Full time

Benefits offered by this job

Hybrid schedule

Incentive pay after 90 days

Job summary

Watercress Financial Group LLC is seeking a skilled Customer Service Representative to join our call center team. The ideal candidate is bilingual, detail‑oriented, and possesses strong communication skills with a solid understanding of financial products and services.

Key duties include handling high volumes of calls, emails, and chats; processing payments; resolving account inquiries; and researching discrepancies.

Qualifications

• High school diploma or equivalent.
• Associate or Bachelor’s degree in related or comparable field preferred.
• A minimum of 2 years’ experience in Customer Service

Responsibilities

• Provide account level information to customers including balances, payment histories, payment setup and payoff requests
• Field phone calls, emails, and chat requests
• Handle incoming correspondence including calls, emails, and chats to meet performance standards
• Research account discrepancies including payment research
• Stay informed of changes to policies and procedures
• Provide timely resolution of customer complaints, concerns, and inquiries
• Demonstrate a People-First attitude and professionalism
• Willingness to work flexible schedules, weekends, and holidays as necessary

Job description

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