Marmon Foodservice Technologies · 1 day ago
Client Services Representative
Westlake, OH
Full-time
Hybrid
New Grad, Entry LevelMarmon Foodservice Technologies is part of the global industrial organization Marmon Holdings, backed by Berkshire Hathaway. They are seeking a Client Services Representative to provide high levels of customer service to merchants and consumers, supporting transactions from application submission to loan contract verification and funding or cancellation.
CommercialFood and BeverageMachinery ManufacturingManufacturing
Responsibilities
Accurately and quickly enter and process consumer’s loan application information from inbound calls generated by Client’s Sales Representatives (Merchants, Distributors, Call Centers or Store Sale’s personnel)
Provide Client’s with auto generated decision responses regarding application from Underwriting (Approved or Declined) decision responses with confidence and clarity
In the event the loan application requires a manual review and decision by Underwriting. Transfer call to Underwriting or as directed by CSR – 2 or Supervisor
Re-contact Client’s as needed to aid with application or status of Underwriting decision
Provide troubleshooting support for Client’s using UCFS Application Portal
Provide immediate escalation of issues that prevent you or Client from completing Application in a quick and efficient manner
Accurately and quickly verify all contracts. In the event there is an issue with agreement escalate to CSR-2 or Supervisor ASAP
Proficient in indexing all inbound documents located in the document coordinator tile in System
Accurately and quickly verify contract obligations with consumer (via in-bound or outbound call) by using various databases, predefined scripts, and document/update systems accordingly
Identify any potential fraudulent situations and escalate Consumer and/or Client Sales issues with Application or Contract processing to a CSR-2 or Supervisor
Ensure all Scheduled call backs to clients or merchants are completed as promised
Follow communication procedures, departmental policies, and compliance requirements
Maintain excellent internal communication within and among department(s)
Use feedback provided by others to improve performance
All other duties as assigned
Ability to perform Level 1 responsibilities at the highest level of proficiency
Review changes in application information (address, Co-buyer changes, income changes, and payment method changes to identify any account that would require a relook and send to Underwriting)
Checking contracts to ensure compliance and accuracy
Effectively log in/out and process outgoing customer verification calls
SLA communication daily with merchants to identify missing, incomplete, or invalid documents to ensure we receive all necessary documents and provide relevant updates
Outbound calls and emails to merchants to advise of any issues that arose during verification
Monitor and review received applications to determine if all paperwork has been received and take the next steps necessary for funding
Review and disposition applications accordingly that are outside the SLA
Monitor and respond to emails in the department email box
Identify and process cancellations that require a charge back to the merchant
Identify resolutions with accounts in problem queue and work with merchants or departments to resolve issues within 15 days
Ability to perform Level 1 & 2 responsibilities at the highest level of proficiency
Ability to trouble shoot merchant questions (portal issues and merchant reporting reconciliations)
Identify departmental needs and adjust priorities based on workload, staffing, customer needs, etc
Assist with training new hires and cross-training current employees
Identify Consumer Complaints and take appropriate actions to charge back account
Ability to handle escalated Client or Consumer calls while maintaining the highest level of consumer service and merchant satisfaction
Applying funds to negative merchant account system and work with sales to reduce current negative balances
Qualification
Required
High school diploma or GED
Excellent written, verbal and interpersonal skills
Superior customer service skills and desire to help consumers
Self-motivated; can complete tasks without being asked
Strong commitment to high quality of service
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
Ability to multi-task in a busy, fast-paced, sometimes stressful environment with frequent interruptions
Ability to support and maintain confidential relationships, processes, and information
Ability to communicate effectively on the phone and in person. Can verbally articulate requests for information professionally
Ability to work quickly in accordance with organizational time constraints
Ability to read, write and perform mathematical calculations
Ability to attend to detail
Ability to understand and follow UCFS policies, procedures, and guidelines
Ability to promote a positive work environment for current and prospective employees
Proficiency with a computer, standard office equipment and computer programs, including but not limited to Outlook, Internet/search engines, online programs. MS Office a plus
Maintain alphanumeric data entry accuracy rate of 95% or above
Preferred
Call center/Customer Service experience a plus but not required
Experienced Data Entry and testing may be required
For certain positions, Spanish language fluency may be required
Company
Marmon Foodservice Technologies
Marmon Foodservice Technologies manufactures and supplies commercial food and beverage equipment.
Founded in 1953
1001-5000 employees
H1B Sponsorship
Marmon Foodservice Technologies has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (1)
2023 (3)
2021 (3)
Funding
Current Stage
Late StageLeadership Team
Kristin Johnson
Human Resources Business Partner
Recent News
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