Customer Service Specialist

Customer Service Specialist

Job Category: Kaw Motor Retail Finance

Customer Service Specialist

Key Responsibilities:

• Provide exceptional customer service by handling customer inquiries and claims related to their loans. Handle inbound and outbound calls, totaling 100+ calls per day.
• Respond to customer questions, concerns, and issues via phone, email, and other communication channels.
• Communicate Dealer Partners to resolve issues and obtain additional information when necessary.
• Investigate and resolve customer complaints in a timely and professional manner.
• Detect suspicious and fraudulent loan applications.
• Maintain accurate and up-to-date records of customer interactions and transactions.
• Collaborate with other departments to ensure prompt resolution of customer issues.
• Assist in developing and implementing customer service policies and procedures.
• Be an expert on our loan products and processes.
• Provide feedback and suggestions for improving customer service processes and enhancing customer satisfaction.
• Adapt to changing policy and procedures on a constant basis while maintaining high quality to your work.
• Ensure compliance with company policies, regulatory requirements, and industry standards.
• Review financial documents submitted by the borrower.
• Meet and/or exceed production, quality, and customer service goals.
• All other job duties assigned.

Qualifications:

• High school diploma or equivalent; related field preferred.
• Previous experience in customer service is mandatory; a minimum of 2-3 years of experience is recommended.
• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict resolution abilities.
• Working knowledge of various loan structures, payment schedules, amortizations, interest rates.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint).
• Familiarity with Loan Management Systems (LMS) is required.
• Working knowledge of financial services regulations together with all internal policies and procedures.
• Ability to work on-site at our Foothill Ranch, CA office.
• Familiarity with financial services or loan management systems is a plus.
• All other job duties assigned.

Profile Differentiators:

• Bachelor's degree
• Experience in founding, co-founding or working in a fast-paced startup environment.
• Experience in Powersports Finance Industry (motorcycle, ATVs UTVs, PWCs)
• Experience in a FinTech startup.
• Bachelor's degree or Advanced Professional degree

Hourly Range: $20.00/hr. - $25.00/hr., based on experience and qualifications.

Equal Opportunity:

KMRF is an Equal Opportunity Employer; employment with KMRF is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability or any other legally protected status.