Customer Service Advisor

Customer Service Representative

Position Overview:

As a Customer Service Representative, you will be the first point of contact for customers seeking assistance with their vehicle finance accounts. Youll handle inquiries, resolve issues, and ensure an excellent customer experience while maintaining compliance with company policies and financial regulations.

Key Responsibilities:

• Respond promptly and professionally to customer inquiries via phone, email, and live chat regarding vehicle finance products, loan applications, payment options, and account details.
  
• Resolve customer concerns by identifying issues, determining root causes, and offering effective solutions to ensure satisfaction.
  
• Process loan applications, payment arrangements, account updates, and related forms with accuracy and attention to detail.
  
• Follow up with customers to confirm resolution of their issues and provide additional assistance when needed.
  
• Maintain accurate and detailed records of all customer interactions, transactions, and feedback within the CRM system.
  
• Escalate complex or unresolved matters to the appropriate internal teams (e.g., credit, collections, or underwriting) and monitor progress until completion.
  
• Provide clear product and service information, including finance terms, payment structures, and account management options.
  
• Assess customer needs to deliver personalized support and strengthen customer retention and loyalty.
  
• Assist new customers with onboarding, including account setup, documentation submission, and explanation of finance agreements.
  
• Collaborate with technical and operational teams to address recurring issues and improve service delivery.
  
• Prepare and share customer service activity reports and insights with management.
  
• Participate in ongoing training sessions to maintain current knowledge of vehicle finance products, policies, and regulatory standards.
  
• Contribute actively to team meetings, sharing feedback and ideas to enhance the customer experience and streamline processes.
  
• Review customer feedback and recommend process improvements to increase efficiency and satisfaction.
  
• Handle complaints, refunds, and adjustments in accordance with company guidelines and compliance standards.
  
• Verify and update customer information regularly to ensure data accuracy and regulatory compliance.
  
• Support sales initiatives by identifying opportunities to promote additional finance products or related services.
  
• Partner with internal departments to drive service quality and continuous improvement initiatives.
  
• Stay informed on company offerings, competitor activities, and market trends within the automotive finance sector.
  
• Perform other duties as assigned to support departmental goals and overall business success.
  

Qualifications:

• Prior experience in customer service, preferably within financial services, automotive, or loan processing.
  
• Excellent communication, problem-solving, and organizational skills.
  
• Strong attention to detail and commitment to compliance.
  
• Proficiency with CRM systems and Microsoft Office applications.
  
• Ability to work effectively in a fast-paced, team-oriented environment.

MUST BE FLUENT IN ENGLISH