Old Second National Bank has been serving the Chicago area for over 150 years, focusing on community and growth. The Customer Service Representative I is responsible for providing customer service support to external Freedom Road Financial customers, handling inquiries related to loan products for recreational vehicles, and ensuring high levels of customer satisfaction.
Responsibilities
- Take customer service phone calls; identify service needs and respond to questions relating to loan information, payoff amounts and process general account maintenance
- Verify customer account information. Confirm pertinent customer information and update any customer information that needs to be corrected/updated such as phone numbers or addresses
- Answer customer questions, take payments if necessary and research customer service problems and inquiries; follow up with customers to resolve concerns or difficulties in prompt manner
- Maintain customer records by noting details from the call-in account messages
- Ensure that each customer receives outstanding customer service by providing a friendly environment. Greet each customer warmly and once serviced give a kind farewell greeting
- Ensure operational integrity through compliance with all policies, procedures and regulations
Skills
- High school diploma (or equivalent) and one year of related experience (customer service, or related); or equivalent combination of education and experience
- Must work a flexible schedule inclusive of overtime to meet business needs
- Must be able to work 100% onsite during training (4-6 months); thereafter may work a hybrid work schedule including three days onsite and two days remote
- Excellent oral/written communication and active listening skills
- Strong attention to detail and accuracy while maintaining work in a fast-paced environment
- Ability to remain calm and professional in stressful situations
- Meet or exceed daily productivity rate of 85% or higher in heavy call volume environment
- Ability to maintain high degree of confidentiality
- Friendly, courteous, customer service-oriented, and flexible
- Ability to work independently and productively with minimum supervision; able to manage multiple projects
- Ability to recognize problems, identify possible causes and resolve problems with little involvement from management
- Bilingual Spanish
Benefits
- Eligible to participate in the monthly Customer Service Incentive Plan
- Perfect Attendance Bonus
Company Overview
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