Customer Service Representative I - Reno, NV

Old Second National Bank has been serving the Chicago area for over 150 years, focusing on community and growth. The Customer Service Representative I is responsible for providing customer service support to external Freedom Road Financial customers, handling inquiries related to loan products for recreational vehicles, and ensuring high levels of customer satisfaction.

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

Skills

• 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
• Bilingual Spanish

Benefits

• Eligible to participate in the monthly Customer Service Incentive Plan
• Perfect Attendance Bonus

Company Overview