The Customer Care Specialist will act as a liaison, provide service information and resolve any emerging issues a customer might face with accuracy and efficiency. Responsibilities include managing large amounts of incoming calls, identify and assess customer’s needs to achieve satisfaction, build sustainable relationships and trust with customer through open and interactive communication, handle customer complaints by providing appropriate solutions, ensure resolution, keep records of customer interactions, process billing and payments, and assist with insurance compliance.

The Customer Care Specialist will be expected to produce a minimum agreed upon quantity and quality of daily deliverables (e.g., daily call count, individual Customer contacts and error-free correspondence) as agreed upon with the Customer Care Supervisor.

Major Duties and Responsibilities

Process

• Submit document requests to Customer Care Documentation team. 
• Gather and process documents for a Transfer and Assumption request.
• Complete Payoff paperwork once funds are received through the Cash Receipts system.
• Responds to customer email requests as assigned.
• Process payments and Skip Payments.
• Promptly process any incoming correspondence via USPS including but not limited to return mail.
• Maintain customer records by updating contract information such as address, phone, and email changes.
• Update ACH account changes and requests for Due Date Change.

Performance

• Resolve incoming service requests by providing accurate, valid and complete information in a timely manner.
• Identify and assess customer’s needs to achieve satisfied resolution.
• Provides accurate, valid and complete information by using the right methods/tools.
• Effectively manages large amounts of customer requests.
• Ensures Information is entered accurately within the CRM system.
• Has a good understanding of when to be flexible and has a willingness to make exceptions when it is logical to do so.
• Assists with Special Projects assigned by Customer Care Supervisor.

Communication

• Maintain a positive and professional attitude to promote a collaborative and enjoyable work environment.
• Keep records of customer interactions by logging all customer touches in CRM.
• Works with Customer Care Supervisor to ensure customer-centric service is being delivered in a superior manner.
• Displays patience and a positive attitude with all customers, internal and external.

Skills and Abilities

• Self-disciplined and capable of identifying, prioritizing and completing critical tasks independently, creatively and always with a sense of urgency.
• Strong, communication, problem solving, negotiation and analytical skills.
• Timely decision-making ability.
• Proficient in MS Office, including Excel, Word and Access, as well as Internet-based solutions and AmurEF platforms (e.g., Lease Plus, Aspire, SSRS)
• Attention to detail and an eye for accuracy.

Education and Training Guidelines

• High School diploma or G.E.D. certificate
• Prefer three (3) to five (5) year’s work experience in commercial customer service

Supervisory Responsibility

This position does not have direct supervisory responsibilities. 

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee is required to talk or hear; may be necessary to stand, walk, handle, or reach with hands or arms. This is predominantly a sedentary role; however, walking is often required. Some filing is required, calling for the ability to lift files, open filing cabinets and bend or stand on a stool as necessary. The team member is occasionally required to pack and move files or boxes as well as lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and the ability to adjust focus.

Travel

Occasional travel is required, mainly for visits to other AmurEF offices and for training sessions held outside the Grand Island area.

Other Duties

Please note that this job description is not intended to be a comprehensive listing of all activities, duties, or responsibilities required of the employee in this position. The duties, responsibilities, and activities for this position are subject to change at any time, with or without notice.