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Old Second National Bank · 1 day ago

Customer Service Representative I - Reno, NV

Reno, Nevada, United States

Full-time

Hybrid

Entry Level

$18/hr - $20/hr

1+ years exp

Old Second is a well-established bank that has been serving the Chicago area for over 150 years. They are seeking a Customer Service Representative I to provide outstanding customer service support to Freedom Road Financial customers, primarily handling loan servicing and payment-related inquiries.

BankingFinanceFinancial Services

Responsibilities

Take customer service phone calls; identify service needs and respond to questions relating to loan information, payoff amounts and process general account maintenance

Verify customer account information. Confirm pertinent customer information and update any customer information that needs to be corrected/updated such as phone numbers or addresses

Answer customer questions, take payments if necessary and research customer service problems and inquiries; follow up with customers to resolve concerns or difficulties in prompt manner

Maintain customer records by noting details from the call-in account messages

Ensure that each customer receives outstanding customer service by providing a friendly environment. Greet each customer warmly and once serviced give a kind farewell greeting

Ensure operational integrity through compliance with all policies, procedures and regulations

Qualification

Customer service experienceCommunication skillsAttention to detailProblem-solving skillsBilingual SpanishWork independentlyFlexibility

Required

High school diploma (or equivalent) and one year of related experience (customer service, or related); or equivalent combination of education and experience

Must work a flexible schedule inclusive of overtime to meet business needs

Must be able to work 100% onsite during training (4-6 months); thereafter may work a hybrid work schedule including three days onsite and two days remote

Excellent oral/written communication and active listening skills

Strong attention to detail and accuracy while maintaining work in a fast-paced environment

Ability to remain calm and professional in stressful situations

Meet or exceed daily productivity rate of 85% or higher in heavy call volume environment

Ability to maintain high degree of confidentiality

Friendly, courteous, customer service-oriented, and flexible

Ability to work independently and productively with minimum supervision; able to manage multiple projects

Ability to recognize problems, identify possible causes and resolve problems with little involvement from management