Customer Service Specialist

defi SOLUTIONS; Westlake (TX); On-site; USD 36,000 - 52,000; Full time

Benefits offered by this job

Paid Training

PTO 4 weeks per year

Tuition Reimbursement

Benefits Package (Day One)

Job summary

defi SOLUTIONS is seeking a Customer Service Specialist to manage a high volume of calls, explain account status, review payment options, and process requests with a solutions-focused approach. The role emphasizes accuracy, empathy, and compliance in a fast-paced environment.

Ideal candidates have at least one year in a high-volume center, remote-work capability, and the ability to navigate online banking tasks like password resets and payment processing. Training is provided from day one.

Qualifications

• Experience in a high-volume contact center.
• Proven remote-work capability with reliable internet.
• Familiarity with account/status inquiries and payment processing.

Responsibilities

• Assist customers with bank and auto loan account questions in a high-volume contact center environment.
• Handle inbound and outbound calls professionally while providing accurate account support.
• Process ACH requests and provide payoff quotes for consumers and dealers.
• Update customer information and assist with online banking needs, including password resets.
• Document customer interactions accurately and maintain professionalism and compliance.

Skills

High-volume contact center experience

Remote work experience

Adherence to quality standards

Education

High School Diploma or GED

Job description

About Defi SOLUTIONS

defi SOLUTIONS is a pioneer in end-to-end, SaaS loan originations, servicing, and managed servicing solutions. Our customers include the highest volume captive auto lenders, banks, credit unions, and finance companies in North America. We have more than three decades of experience helping lenders reduce time-to-market, streamline operations, and customer lending processes with proven, scalable performance.

About Defi SOLUTIONS

defi SOLUTIONS is a pioneer in end-to-end, SaaS loan originations, servicing, and managed servicing solutions. Our customers include the highest volume captive auto lenders, banks, credit unions, and finance companies in North America. We have more than three decades of experience helping lenders reduce time-to-market, streamline operations, and customer lending processes with proven, scalable performance.

What is in it for You?

• Paid Training
• Up to four weeks of PTO (Paid Time Off) allotted per year to encourage a healthy work/life balance
• Tuition Reimbursement
• Day One - Comprehensive Benefits Package
• We encourage your individual growth and look to promote within!

Position Summary

The Customer Service Specialist is responsible for managing a high volume of inbound and outbound calls, helping customers understand their account status, reviewing payment options, processing account requests, and providing a professional, solutions-focused customer experience.

Duties And Responsibilities

• Assist customers with bank and auto loan account questions in a high-volume contact center environment.
• Handle inbound and outbound calls professionally while providing accurate account support.
• Process ACH requests.
• Provide payoff quotes for consumers and dealers.
• Update customer account information, including address changes and name changes.
• Assist customers with online banking account needs, including password resets.
• Order copies of checks/payments as needed.
• Review customer account status and assist with payment-related questions.
• Support early-stage account recovery conversations by helping customers understand available payment or resolution options.
• Accurately document customer interactions and account updates.
• Maintain professionalism, empathy, and compliance during all customer conversations.
• Perform other duties as assigned.

Required Qualifications

• High School Diploma or GED
• Experience in a High-Volume Contact Center: At least one (1) year of experience in a high-volume call center
• Proven Remote Work Experience: Demonstrated experience working from home, with a reliable internet connection (stipend not included), ensuring you can work effectively and maintain adherence and quality standards remotely
• State Licensing Covered: We handle and fully cover all required collections licensing across multiple states - no cost to you.

Affirmative Action/EEO statement: defi SOLUTIONS is an Equal Opportunity employer, and all qualified applicants will receive consideration for employment regardless of race, color, religion, sex, national origin, disability, or protected veteran status.