Loan Support Specialist – Customer Service Excellence

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

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.