Customer Care Specialist

MRA-The Management Association
United States, Wisconsin, Milwaukee
Feb 10, 2025
Customer Care Specialist Time Investment Milwaukee, WI Position Summary: Our Customer Care Representatives work from the comfort of their home, providing warm and friendly customer service to our loan holders. They are always ready to answer questions and provide information about a customer's loan, as well as happily assist them with their monthly payments. We need driven individuals who can adapt as we grow and who are motivated to take on new responsibilities. Welcome our new customers and review loan information with them Verify account information to ensure the customer's needs are being met Interact with our customers in response to their inquiries about products and services, and to help resolve issues Support customers making their monthly payment or updating their information Create account notes that are clear and concise Make outbound calls to customers who are up to 29 days delinquent. Ability to handle large volumes of inbound calls. Communicate with customers via email and text message. Work with title companies and banks inquiring about refinance requirements Other duties as assigned Support and live out our Core Principles - Service, Excellence, Integrity, Generosity and Fun Requirements and Qualifications Ability to communicate effectively and professionally with customers both written and verbally 2-3 years of customer service experience, including assisting customers by phone Should be proficient in Microsoft Outlook; experience with a CRM program is desired Some college or college degree preferred Previous call center and/or finance experience is a plus Available between 8am and 8pm; able to work late 1-2 nights a week, as well as a rotating Saturday schedule (9am-noon) *Language Skills* Ability to read and interpret documents such as customer correspondence, accounts logs and procedure manuals. Ability to prepare reports and correspondence. Ability to communicate effectively with customers and other employees of the organization. *Mathematical Skills* Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rate, ratio and percent. *Reasoning Ability* Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems, involving several concrete variables in standardized situations. *Physical Demands* The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit, talk and/or hear, and/or use hands to finger, handle, or touch objects, tools, or controls. The employee is occasionally required to stand, and/or walk. The employee must occasionally lift and/or move up to 50 pounds, usually waist high, up to 50 feet away. Specific vision abilities required by this job include close vision and the ability to adjust focus. The mental and physical requirements described here are representative of those that must be met by an individual to successfully perform the essential functions of this position. Protective Clothing Required: None *Work Environment* Work is performed in an office environment. The noise level in the work environment is usually moderate. The work environment characteristics described here are representative of those individual encounters while performing the essential functions of this position.