Customer Experience Specialist

The Customer Experience Specialist is responsible for delivering an exceptional customer experience by handling incoming and outbound customer communications and providing timely, accurate, and professional resolution to customer inquiries, requests, concerns, and complaints. This role serves as a key point of contact for customers and dealers, ensuring a positive experience throughout the life of the loan.

** Schedule: Monday through Friday, 12:30 p.m. to 9:00 p.m. CST. Rotating Saturdays required. ​**

Essential Functions

• Answer incoming calls from customers and dealers in a professional, courteous, and efficient manner.

• Provide single-call resolution whenever possible by researching and resolving customer inquiries and concerns.

• Make outbound calls for issue resolution, customer follow-up, onboarding new customers, and proactive customer communication.

• Educate customers on loan and contract details, including payment information, account balances, loan terms, interest rates, and other applicable agreements.

• Anticipate customer needs and proactively provide solutions and support.

• Process customer requests accurately and efficiently while maintaining attention to detail.

• Deliver a high level of customer service and professionalism in every customer interaction.

• Document customer interactions and account updates in accordance with company policies and procedures.

• Collaborate with internal departments to resolve customer issues and ensure a seamless customer experience.

Required Education and Experience

• High School Diploma or GED equivalent required

• 2 years of customer service experience required

• Experience in the financial services, lending, banking, or related industry preferred.

• Bilingual (English/Spanish) skills are a plus.

• Strong attention to detail and commitment to accuracy.

• Excellent verbal and written communication skills.

• Proficiency with Microsoft Office Suite and other business software applications.

• Ability to manage multiple priorities and thrive in a fast-paced environment.

• Strong problem-solving and customer relationship skills.

Physical Demands

While performing the duties of this position, the employee is regularly required to sit, stand, walk, communicate, hear, and use hands to operate office equipment and computers. The employee may occasionally lift, push, or pull up to 20 pounds.

This is primarily an office-based position requiring prolonged periods of sitting and computer use. Employees can expect to spend approximately 90% of their workday utilizing a computer and telephone.