Customer Care Specialist I

Republic Finance, LLC • Baton Rouge, LA • 8h ago

Overview & Responsibilities

Republic Finance is seeking an outstanding, problem solver and people-person with excellent interpersonal skills to join the Customer Care Team within the Legal & Compliance department. This position is responsible for interacting with our customers to develop real connections by listening empathetically and helping to clarify, research and resolve the questions and concerns of our customers. The ideal candidate will have excellent communication skills, prior experience in the personal consumer loan industry, including loan originations, servicing, and collections, as well as experience with customer service, conflict resolution, and de-escalation techniques.

In business for over 70 years, we are proud to be a trusted lender online and through our branch network in over 250 communities across the United States! Driven by our shared mission to pursue excellence for our customers, Republic Finance is a fast-growing consumer finance company that is continually innovating to serve our customers when, where and how they want to be served. We offer hard working Americans secured and unsecured personal installment loans - a typical loan is $7,000 repayable in equal monthly installments over three years. Job responsibilities are as follows:

Communicate directly with consumers in a friendly and engaging way through multiple communication channels (telephone, letter, email, etc.) to identify, clarify, and understand the questions, concerns, complaints, or other issues they raise related to Republic Finance or their loan, and provide timely and professional responses and/or resolutions.

Work directly with Operations team members and leadership, the Internal Audit team, and various Support teams to research and investigate consumer questions, concerns, complaints, or other issues, and to help identify areas where branches may require additional training regarding policies and/or procedures or where policies and/or procedures may be unclear and therefore require revision.

Document all consumer complaints and related research and investigations in the appropriate complaint database and track to resolution.

Prepare written responses to letters received from consumers regarding a variety of topics, including, but not limited to, requests for loan documents and inquiries related to account status, payments, and credit reporting. Draft and mail customized responses after investigating consumer complaints (written and verbal), as necessary.

Provide branches and Central Operations teams with instructions on how to notate, flag, or add alerts to accounts upon receipt of consumer requests received through all communication channels.

Escalate serious complaints to the appropriate Republic Finance supervisor.

Provide input to Human Resources regarding investigations of Republic Finance employees after receiving consumer complaints.

Recognize the importance of compliance when working at a financial institution and ensure all appropriate protocols and security measures related to customer accounts are followed.

Assist with special projects, as needed.

Complete all required training provided by the company and Republic Finance Supervision.

Requirements

Education: Bachelor's or Associate's degree in a field related to banking, finance, law, or internal audit; or 3-5 years of work-related or branch customer service experience in a related field;

Excellent verbal and written communication skills and the ability to communicate professionally, effectively, and courteously with anyone;

Highly organized and a detailed and deadline-oriented person;

Ability to think independently and take initiative to de-escalate situations and solve problems;

Excellent digital literacy, including proficiency in Microsoft Office, Word, Excel, PowerPoint, etc.

Demonstrated experience with PolicyTech and absVision a strong plus.

Must pass drug screen, criminal background check, and credit check.

Benefits

We offer a competitive compensation and benefits package including:

Health, Dental, & Vision Insurance

15 days of Paid Time Off (PTO) to start + 1 additional personal holiday

401k + employer match

Company provided Life Insurance & Long Term Disability

Employee Assistance Program - Confidential mental health support

Additional benefits with Republic Finance include:

Access to LinkedIn Learning's library of 10,000+ professional development courses

Employee of the Month Program

Philanthropic support for multiple charities including an annual drive for St. Jude Children's Research Hospital

Regular drawings for Sports tickets

Professional offices with a friendly team environment

Republic Finance, LLC is an Equal Opportunity Employer and does not discriminate on the basis of race, sex, color, religion, national origin, age disability or veteran status in employment opportunities and benefits. Republic Finance, LLC maintains a Drug-Free Workplace.

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