Customer Care Representative

Stellantis Financial Services (SFS) is the new captive finance company for one of the world's leading automakers and a mobility provider with iconic brands including Abarth, Alfa Romeo, Chrysler, Citroën, Dodge, DS Automobiles, Fiat, Jeep®, Lancia, Maserati, Opel, Peugeot, Ram, Vauxhall, Free2move and Leasys.

Our exciting growth provides opportunities to advance your career as we successfully lead products and services from a small to midsize company in just a few years. Join our world class team and culture and contribute to our core mission which is enhancing our customer's experience.

Position Summary:

Customer Care Representative plays a key role in delivering exceptional service by managing a high volume of inbound calls with efficiency, professionalism, and courtesy. This position is responsible for addressing customer inquiries, updating account information accurately, and fostering a positive and engaging customer experience through every interaction.

Essential Duties and Responsibilities:

• Provide customers with loan payoffs details, and simple interest loan explanations.
• Troubleshoot customer complaints by determining cause of issue, selecting and explaining the best solution, expediting correction or adjustment and following up to ensure resolution.
• Provide quality service by responding to customer inquiries such as address changes, payments by phone, and payment deferments (extensions).
• Maintain customer accounts and document customer interactions with details of inquiries, complaints, or comments in SFS system.
• Collaborate with other departments by following established procedures to address customer queries, modification plans and due date changes to resolve current and delinquent accounts.
• Manage high priority customers at the direction of a Team Lead, Supervisor or Manager as requested.
• Access sensitive customer information, including, but not limited to, Social Security numbers, dates of birth, etc.
• Contribute to department goals by accomplishing individual assigned performance goals inclusive of daily, weekly and monthly production calls, availability, talk-time, conversion rates and dollars collected.
• Respond to all other customers, dealer and third-party phone calls received with a courteous and highly professional manner.
• Stay up to date with SFS product knowledge.
• Additional tasks and projects as assigned.

Qualifications and Competencies Required To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Required Experience:

• Minimum of 6 months- 1 year of customer service experience.
• 6 months -1 year minimum experience using Microsoft Office (MS) Suite applications
• Excellent verbal and written communication, and interpersonal skills.
• Must be able to maintain a high level of integrity, confidentiality and professionalism.
• Must be able to respond to written correspondence and demonstrate thorough reading