Genesis Financial Solutions, Inc.

  • Customer Service Escalation Specialist

    Job Locations US-OR-Beaverton
    ID 2019-1226
    Category
    Assist Queue
    Type
    Full Time Hourly
  • Overview

    Join the nation’s leader in second-look financing as our Customer Service Assist Queue Representative!

     

    Summary

    Our Assist Queue Representatives are the resolution point for our customers and our team of call center agents.  You shine because of your stellar levels of customer service and a strong desire to make things right for customers.  Solving customer problems isn’t just a bullet on a job description for you – it’s a core part of who you are.  You will spend the majority of your workday resolving escalated customer phone calls and answering questions from other phone agents needing your assistance.  Our Assist Queue team provides both customers and co-workers with an advanced level of support, provides training/coaching feedback, and performs special projects as needed.  You are a subject matter expert in our Operations team, and have a deep knowledge of our systems, processes, and procedures.

    Responsibilities

    As our Customer Service Assist Queue Representative you will:

    • Handle advanced and/or escalated calls typically focused on collections or customer service activity; must demonstrate an advanced level of problem solving.
    • Ensure account history, notes, and required paperwork and/or systems processing have been complete; quickly reviews all previous interactions (recent and historical) with the customer and uses this in decision-making process.
    • Follow through to ensure any required forms and associated paperwork have been completed; spot check the agents’ work to ensure appropriate activities have been completed.
    • Perform all tasks and other associated duties strictly complying with FDCPA/SDCPA rules and guidelines.
    • Assists with training agents and/or providing input to the appropriate manager regarding training opportunities.
    • Handle special projects for the department as assigned.
    • Other duties as assigned.
    • Adhere to performance standards.

    These duties must be performed with or without reasonable accommodation.

    Qualifications

    Requirements:

    • High school diploma or GED.
    • Advanced knowledge of GFS systems, processes, and procedures.
    • 3 years working in a complex call center inbound/outbound environment.
    • Experience with highly complex and/or escalated calls required.
    • Strong oral and written communication skills.
    • Strong organizational skills and a high degree of detail orientation.
    • Ability to work in a team environment.
    • Ability to work in a fast-paced office environment.
    • Ability to work a flexible schedule or varying shifts.
    • Ability to sit for long periods of time.
    • Negotiation skills.

    Essential Functions:

    You must meet work deadlines, have regular attendance, good oral and written communication skills, exceptional interpersonal skills, ability to work with a team, ability to multi-task, use a PC and a computer terminal, and the specialized telephone system. This position requires access to all areas of the office, and the ability to sit for extended periods of time, periodically bending and twisting, and frequent application of a negligible amount of force to lift, carry, push, pull, or otherwise move objects.  You must be able to perform the essential functions of this position with or without reasonable accommodation. Genesis will provide reasonable accommodation where necessary. 

     

    About Genesis

    Genesis Financial Solutions is one of the nation’s largest non-prime credit card businesses.  We serve almost 3 million consumers through two channels.  In our Private Label Credit Card business, we partner with leading retailers to offer partner branded credit to consumers not well served by traditional banks.  Additionally, we offer two direct-to-consumer MasterCard options, providing credit to these same consumers for everyday purchases.

     

    Genesis Financial Solutions is an equal opportunity employer (EEO).

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