Customer Service Specialist

Kawasaki Motors Retail Finance; Lake Forest (CA); On-site; USD 57,308,000 - 71,635,000; Full time

Job summary

Kawasaki Motors Retail Finance in Foothill Ranch, CA, seeks a dedicated Customer Service Specialist to support loan inquiries and claims. The role handles 100+ calls daily, answers questions via phone and email, and maintains accurate records while following regulatory standards.

You will collaborate with various departments, stay informed on loan products, and contribute to policy development to improve service quality. On-site position with competitive health and retirement benefits.

Qualifications

• High school diploma or equivalent; related field preferred.
• 2-3 years of customer service experience.
• Excellent communication and interpersonal skills.
• Familiarity with loan structures, payment schedules, amortizations, and interest rates.
• On-site work at Foothill Ranch, CA office.

Responsibilities

• Provide exceptional customer service by handling inquiries and claims related to loans.
• Respond to questions via phone, email, and other channels.
• Communicate with Dealer Partners to resolve issues and obtain information when necessary.
• Investigate and resolve customer complaints in a timely and professional manner.
• Detect suspicious and fraudulent loan applications.
• Maintain accurate records of customer interactions and transactions.
• Collaborate with other departments to ensure prompt resolution of customer issues.
• Assist in developing and implementing customer service policies and procedures.
• Be an expert on our loan products and processes.
• Provide feedback and suggestions for improving customer service processes and satisfaction.
• Adapt to changing policy and procedures while maintaining high quality work.
• Ensure compliance with company policies and regulatory requirements.
• Review financial documents submitted by the borrower.
• Meet or exceed production, quality, and customer service goals.
• All other job duties assigned.

Skills

Customer service

Communication

Problem solving

Interpersonal skills

Conflict resolution

Education

High school diploma or equivalent; related field preferred

Tools

Microsoft Office

Loan Management System (LMS)

Job description

• Provide exceptional customer service by handling customer inquiries and claims related to their loans. Handle inbound and outbound calls, totaling 100+ calls per day.
• Respond to customer questions, concerns, and issues via phone, email, and other communication channels.
• Communicate Dealer Partners to resolve issues and obtain additional information when necessary.
• Investigate and resolve customer complaints in a timely and professional manner.
• Detect suspicious and fraudulent loan applications.
• Maintain accurate and up-to-date records of customer interactions and transactions.
• Collaborate with other departments to ensure prompt resolution of customer issues.
• Assist in developing and implementing customer service policies and procedures.
• Be an expert on our loan products and processes.
• Provide feedback and suggestions for improving customer service processes and enhancing customer satisfaction.
• Adapt to changing policy and procedures on a constant basis while maintaining high quality to your work.
• Ensure compliance with company policies, regulatory requirements, and industry standards.
• Review financial documents submitted by the borrower.
• Meet and/or exceed production, quality, and customer service goals.
• All other job duties assigned.

Qualifications:

• High school diploma or equivalent; related field preferred.
• Previous experience in customer service is mandatory; a minimum of 2-3 years of experience is recommended.
• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict resolution abilities.
• Working knowledge of various loan structures, payment schedules, amortizations, interest rates
• Proficiency in Microsoft Office (Word, Excel, PowerPoint).
• Familiarity with Loan Management Systems (LMS) is required.
• Working knowledge of financial services regulations together with all internal policies and procedures
• Ability to work on-site at our Foothill Ranch, CA office.

Profile Differentiators:

• Experience in founding, co-founding or working in a fast-paced startup environment.
• Experience in Powersports Finance Industry (motorcycle, ATVs UTVs, PWCs)
• Experience in a FinTech startup.
• Bachelor's degree or Advanced Professional degree

Hourly Range:

$20.00/hr. - $25.00/hr., based on experience and qualifications.

To support your health and wellness goals, Kawasaki provides a comprehensive benefits program dedicated to the well-being of our employees and their families.

What We Offer:

• Competitive salary based on experience
• Medical, Dental, Vision and Pet insurance
• 401(k) match
• Life and Disability benefits
• Generous PTO policy
• Up to 12 paid company holidays
• Employee discounts on Kawasaki products
• Onsite fitness center

KMRF is an Equal Opportunity Employer; employment with KMRF is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability or any other legally protected status.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.