Customer Service Specialist

Customer Service Specialist

The Customer Service Specialist is responsible for managing a high volume of inbound and outbound calls, helping customers understand their account status, reviewing payment options, processing account requests, and providing a professional, solutions-focused customer experience.

Duties and Responsibilities

• Assist customers with bank and auto loan account questions in a high-volume contact center environment.
• Handle inbound and outbound calls professionally while providing accurate account support.
• Process ACH requests.
• Provide payoff quotes for consumers and dealers.
• Update customer account information, including address changes and name changes.
• Assist customers with online banking account needs, including password resets.
• Order copies of checks/payments as needed.
• Review customer account status and assist with payment-related questions.
• Support early-stage account recovery conversations by helping customers understand available payment or resolution options.
• Accurately document customer interactions and account updates.
• Maintain professionalism, empathy, and compliance during all customer conversations.
• Perform other duties as assigned.

Required Qualifications

• High School Diploma or GED
• Experience in a High-Volume Contact Center: At least one (1) year of experience in a high-volume call center
• Proven Remote Work Experience: Demonstrated experience working from home, with a reliable internet connection (stipend not included), ensuring you can work effectively and maintain adherence and quality standards remotely
• State Licensing Covered: We handle and fully cover all required collections licensing across multiple states – no cost to you.

Affirmative Action/EEO statement: defi SOLUTIONS is an Equal Opportunity employer, and all qualified applicants will receive consideration for employment regardless of race, color, religion, sex, national origin, disability, or protected veteran status.