The bilingual Customer Service Support Representative is responsible for handling Customer Service incoming mail, faxes, Credit Dispute Verifications, Payment Due Date Changes, Travel Authorization Requests, and Payment History Requests via the VRU. The bilingual Support Representative also initiates, review and approve Loan Service Requests and outgoing Correspondence letter requests received by Customer Service Team Members. The bilingual Customer Support Representative interacts with customers, dealers, internal departments and other financial institutions both on the phone and through the mail correspondence in both English and French languages. Detailed Description JOB DUTIES:
Communicate fluently in French and English to provide quality customer service with each outgoing telephone call, written request and interaction with co-workers including providing accurate and courteous responses. Process Payment Due-Date Changes. Process Certified Mail for GM Financials Collection Centers. Process all incoming and outgoing department mail in accordance with approved policies and procedures . Execute all functions related to incoming and outgoing faxes in the Customer Service Department. Complete all Travel Authorization Requests from customers. Research/Process Direct Credit Bureau Disputes/Verifications as well as those received electronically ensuring Fair Credit Report Act compliance. Assist customers in keeping their accounts current by assisting with making Western Union phone payments. Review and approve Loan Service Requests submitted by GCS Team Members in accordance with department policies and procedures. Initiate all Loan Service Requests that require research. Ensure all department documents are submitted for imaging within established service levels. Seek to improve efficiencies and decrease operating expenses by initiating and sharing ideas for process and quality improvements. Perform all other duties, special projects, and assignments as required. Highly skilled in researching and resolving customer issues to ensure customer retention and satisfaction. Provide peer training to enhance team member skill-set. Assist leadership when needed to provide team support including acting as a knowledge base for the department. Act as a change agent and advocate for the team / department. OTHER IMPORTANT DUTIES
Perform other related duties and special projects, as needed.
Reports to: Customer Support Team Leader
Direct Reports: None Job Requirements QUALIFICATIONS:
Knowledge Some knowledge of credit and debit processing in a finance/banking environment.
Must be fluent in French or English Excellent customer service skills. Accurate data entry. 10-key and typing skills. Basic mathematical skills. The ability to accurately document various credit transactions. Possess time management and organizational skills. Ability to work well with others including being a team player. Ability to operate various office equipment including, but not limited to: PC Windows Operating System, Fax/Copy Machine.
Should have experience in Customer Service and in performing general office duties in a financial/banking related environment. High school diploma or equivalent required.
Fast paced, ever-changing call center environment with a strong focus on providing quality service to internal/external customers in a team environment. Overtime as required.
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