Customer Service Representative

Federal Way, Washington

Los Angeles, California

Bellevue, Washington

South Jordan, Utah

Las Vegas, Nevada

Boise, Idaho

Lakewood, Washington

Seattle, Washington

San Diego, California

Denver, Colorado

Phoenix, Arizona

Colorado Springs, Colorado

Greenwood Village, Colorado

Roseburg, Oregon

Eugene, Oregon

Tacoma, Washington

Irvine, California

Liberty Lake, Washington

Full time

JR103076

Established in 1975, Financial Pacific Leasing, Inc. (a subsidiary of Columbia Bank), is a direct provider of small-ticket commercial equipment leases. Fin Pac originates business through partnering with vendors, third party originators and lessors nationwide. For over 50 years, these partners have relied on Financial Pacific to provide them with innovative financing solutions for their customers.

The Customer Support Representative is responsible for professionally managing incoming calls and written communications, ensuring customer inquiries are handled promptly, accurately, and in alignment with established guidelines. This role troubleshoots and resolves customer issues by analyzing information, coordinating with internal teams, and serving as an effective liaison between departments and external partners. The representative uses company systems and tools to perform tasks efficiently and support both customer needs and organizational objectives.

Maintains strong communication with management regarding any situations that could impact the company. This role is expected to build and sustain positive customer relationships while demonstrating strong work ethic, clear verbal and written communication skills, effective time management, and the ability to work well under pressure. Consistency, attention to detail, organization, flexibility, honesty, and teamwork are essential traits for success in this position.

• Serve as the primary point of contact for customers, vendors, brokers, and internal teams, managing inbound calls and written communications professionally and efficiently

• Resolve customer issues by analyzing information, troubleshooting, and coordinating across departments and external partners

• Provide support on lease-related inquiries including buyouts, invoicing, billing, taxes, contract changes, and payment history requests

• Handle escalations and de-escalate complex customer situations while adhering to SLAs and company policies

• Process account and document-related tasks such as contract adjustments, invoices, automatic payments, and lease assumptions

• Prepare and distribute customer documentation and maintain accurate records in company systems

• Utilize internal tools and systems to complete daily responsibilities with accuracy and efficiency

• Maintain clear, detailed notes and documentation in customer databases

• Collaborate cross-functionally to support customer needs and ensure seamless service delivery

• Communicate effectively with leadership on issues that may impact customers or the business

• Ensure confidentiality of all customer and company information

• Follow all company policies, procedures, and regulatory requirements

• Provide exceptional customer service and contribute positively to team culture and organizational goals

• 2+ years of customer service or call center experience in a high-volume, multi-channel environment

• 1+ year of experience handling issue resolution, troubleshooting, and escalations within defined SLAs/policies

• Experience in equipment, consumer, or commercial leasing operations (buyouts, assumptions, assignments, etc.) is a plus

• High school diploma or equivalent required

• Strong verbal and written communication skills

• Active listener with a customer-first mindset

• Demonstrated empathy, patience, and professionalism in customer interactions

• Strong problem-solving and critical thinking skills

• Ab…