Bilingual Customer Service Representative

About the job

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

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

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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

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.