Customer Service Specialist in Overland Park at Volvo Group

Date Posted: 1/27/2021

Job Snapshot

  • Employee Type:
  • Location:
    Overland Park
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Customer Service Specialist

Mission/Purpose of the Job

Primary customer contact position for incoming callers needing assistance with loan payments, copies of documents and general account information. Also assists in the collection of past due and coming due instalments on Transport Funding loans.

Key Responsibilities/Accountabilities

• Initiating calls and letters to freshly delinquent customers soliciting and arranging for prompt payment of past due amounts owing.
• Receiving incoming return calls and customer service calls from finance customers needing assistance with payment arrangements, copies of documents, or other account information.
• Communicating with Arrow branch managers regarding potential problem account situations and soliciting their input and/or assistance.
• Counselling with customers regarding loan modifications, payment extensions and repair loans as needed and requesting management approval when required.
• Maintaining a record of all contacts in the customer's call history loan record.

Critical Competencies

• Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Negotiating: Can negotiate skillfully in tough situations with both internal and external groups; can settle differences with minimum noise; can win concessions without damaging relationships; can be both direct and forceful as well as diplomatic; gains trust quickly of other parties to the negotiations; has a good sense of timing.
• Customer Focus: Building strong customer relationships and delivering customer-centric solutions.
• Collaborates: Building partnerships and working collaboratively with others to meet shared objectives.
• Process Management: Good at figuring out the processes necessary to get things done; knows how to organize people and activities; understand how to separate and combine tasks into efficient work flow; knows what to measure and how to measure it; can see opportunities for synergy and integration where other can’t; can simplify complex processes; get more out of fewer resources.
• Functional/Technical Skills: Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.


Essential Educational and/or Training Qualifications and Certificates

• High School diploma.

Preferred Experience and Knowledge

• Three years experience in sub prime secured loan collections or five years experience in unsecured collections.
• PC proficient with high level experience of Microsoft Word.
• Skilled in the use of loan management software programs.


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