Hybrid Customer Service Representative

Regional Management Corp.; Plano (TX); Hybrid; USD 21,000 - 28,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) with company match

PTO and paid holidays

Paid parental leave

Job summary

Regional Finance is seeking a Customer Service Representative in Plano, TX to assist external customers and regional staff, resolve inquiries, guide customers to resolution, and maintain knowledge of products and services.

The role requires delivering timely responses via phone and email, working with subject matter experts, and thriving in a fast-paced, hybrid work environment with in-office 3 days and remote 2 days per week.

Qualifications

• High School Diploma or equivalent required.
• Proficiency with Microsoft Office applications.
• Prior customer service experience required.
• Excellent verbal and written communication skills.
• Ability to multi-task and meet deadlines.
• Bi-lingual in Spanish and English is required.

Responsibilities

• Provide exceptional support for external customers and Regional employees.
• Build a positive relationship with clients to ensure satisfaction.
• Maintain up-to-date knowledge of products and services.
• Serve as a point of contact for inquiries and complaints with SMEs.
• Handle inbound calls, emails, and other digital communications.
• Explain additional services when appropriate.
• Demonstrate understanding of system functionalities.
• Resolve disputes and escalate when needed.
• Record all interactions and follow up as required.
• Collaborate with regional departments to resolve issues.

Skills

Customer service experience

Communication skills

Multi-tasking

Deadline-oriented

Data entry

Bilingual Spanish & English

Education

High School Diploma or equivalent

Tools

Microsoft Office

Job description

Grow Your Career. Impact Lives. Shape the Future of Consumer Finance. At Regional Finance, growth is more than a strategy. It's an opportunity for our people to thrive. Over the past several years, we have expanded significantly, creating new career paths, leadership opportunities, and professional development experiences across our organization. As a proud NYSE-listed company, we serve more than half a million active customers through a network of 360+ branches across 20 states and a rapidly growing digital platform. With approximately $2.1 billion in net finance receivables, nearly double our position in 2020, our momentum reflects both the strength of our business and the dedication of our team. If you're passionate about helping people, driven by growth, and excited to contribute to a company transforming the future of consumer finance, we invite you to join our team and build something meaningful with us.

Job Purpose

The Customer Service Representative works with external customers and Regional employees to ensure prompt resolution in respect to customer inquiries. This role will interact daily with our external customers and branch personnel, responding to their questions, resolving basic technical inquires, fielding complaints, and guiding customers through resolution. The role will utilize multiple servicing applications when assisting branches and customers. These duties also require the ability to be accurate, perform repetitious work, work quickly, and meet important deadlines. The candidate should work effectively in cross-functional teams.

Duties and Responsibilities

• Provide exceptional support for external customers and Regional employees – with a primary focus on external customers
• Build and establish a positive, trusting relationship with clients to ensure continued client patronage and satisfaction
• Maintain an up-to-date knowledge of company products and services to effectively respond to client inquiries
• Serve as a point of contact for customer facing inquires and complaints by working with various Subject Matter Experts
• Handle inbound interactions from both existing customers and prospective clients via phone calls, emails, and other forms of digital communication
• Explain additional services and products to customers as needed
• Demonstrate a thorough understanding of basic system functionalities
• Assist customers by resolving disputes and/or complaints
• Forward customer questions or concerns to the appropriate Regional department or branch when necessary
• Complete timely follow-ups with customers and/or Regional employees as needed
• Address customer escalations and complaints by engaging the appropriate subject matter experts for quick resolution
• Engage executive leadership when necessary
• Maintain records of customer interactions and transactions, recording details of inquiries and complaints
• Execute projects as directed by management
• Perform additional duties as assigned, not limited to those outlined herein

Minimum Qualifications

• High School Diploma or equivalent
• Must pass drug screening, criminal and credit background checks
• Proficient in Microsoft Office
• Prior customer service experience
• Outgoing, enthusiastic with excellent communication skills (oral and written)
• Enjoys working in a fast paced and changing environment
• Highly organized
• Has the ability to multi-task
• Has the ability to manage to deadlines
• Data entry proficiency
• Bi-lingual in Spanish and English

Preferred Qualifications

• Experience in an inbound contact center environment
• Consumer Finance or Banking experience

Working Conditions

Position works a hybrid schedule, Monday- Friday, in-office 3 days a week and remotely 2 days a week. If you are a job applicant who resides in the state of California, please review our California Employee Privacy Policy at the following link: Regional Management Corp Consumer Privacy Policy | Regional Finance #GRWIND If you are a job applicant who resides in the state of California, please review our California Employee Privacy Policy by clicking on the following link: California Employee Privacy Policy

Regional is an equal opportunity employer and does not discriminate on the basis of race, color, religion, creed, national origin, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, transgender status, age, disability, genetic information, veteran status, uniform service, or any other characteristic protected by applicable law (“Protected Characteristics”). Regional’s policy of non-discrimination applies to all phases of the employment process and relationship, including, but not limited to, recruitment and selection; compensation and benefits; professional development and training; promotions and opportunities; transfers; social and recreational programs; layoff; and terminations.

Founded in 1987, Regional Finance provides services to 500,000 plus customers annually and provides employment for over 2000 team members and growing. We place an emphasis on making a meaningful difference in peoples’ lives by bringing a personal touch to finances and a commitment to diversity, equity, and inclusion that creates a work environment where all employees have a sense of belonging. Team members will have the opportunity to give back to their communities through our outreach program, Regional Reach, that services many organizations throughout the year such as the American Heart Association. Regional Finance is continuously expanding with future plans to become a national brand. Whether you are looking for a job in finance, customer service or even a management role, there are many opportunities for advancement within our company.

Team members have an incredible benefits package, including but not limited to a comprehensive medical, dental, and vision plan, 401k plans with a company match, and PTO and paid holidays. At Regional Finance, we care about each other, our customers, and our communities and look for each Team Member’s strengths to meet our shared goals. We offer a variety of incredible benefits, including but not limited to a comprehensive medical, dental, and vision plan, 401(k) plans with matching company contributions, PTO and paid holidays, paid parental leave and an employee assistance program for mental health and counseling.

Notice to California Applicants

Regional Management Corp. (“Regional Management,” “we,” “our,” or “us”) respects the privacy of our employee’s personal information. Pursuant to the California Consumer Privacy Act (“CCPA”), as amended by the California Privacy Rights Act of 2020 (“CPRA”), we are required to provide California employees and job applicants with a privacy policy that contains a comprehensive description of our online and offline practices regarding our collection, use, sale, sharing, and retention of their personal information as well as a description of the rights they have regarding their personal information. This Privacy Policy provides the information the CCPA requires as well as other useful information regarding our collection and use of employees and job applicants’ personal information. If you are a job applicant who resides in the states of California, please review our California Employee Privacy Policy by clicking on the following link: California Employee Privacy Policy