The Client Services Representative gathers information from clients and places accounts for repossession, operating within the scope of applicable laws and regulations and in a manner that represents professionalism and that does not jeopardize the integrity of the company. Provide updated account information to the lender. Interact with internal and external customers to provide information in response to inquiries about accounts and to handle and resolve account needs. This is a full-time, in-person/in-office position, working in our Nashville, TN office.
• Provide essential client services ensuring client expectations are being met in the following areas:
o Redemption
o Release
o Transportation
o Key Services
• Provide timely and detailed updated account information to the lender per SLA guidelines.
• Build successful relationships with contractors and clients in order to service accounts.
• Provide written or verbal communications to clients and contractors to:
o Provide updates regarding account status and service levels.
o Obtain any necessary documentation or guidance to pursue the collateral/customers.
o Notify upon repossession of collateral.
• Assist with updates and account management for team.
• Conduct account research when field representatives are unable to locate collateral based on account placement information.
• Forward condition report, personal property inventory form and photos as required to client in a timely manner.
• Serve as point of contact to client, providing any requested services and information.
• Communicate the status of accounts verbally and in writing to clients as necessary.
• Forward account information to field representatives based on territory coverage.
• Forward impound and personal property notice to the proper parties as necessary.
• Other duties, as assigned.
Job Requirements
• HS Diploma is required; Associate’s or Bachelor’s degree from an accredited college or university is preferred.
• Must have 3-5 years’ customer service experience; ideal candidates will have prior experience in a call center environment.
• Excellent interpersonal, written, and verbal communication skills.
• Good organizational and time management skills.
• Must be self-motivated and dependable with the ability to use independent judgment along with good organizational and time management skills.
• Proficient in the usage of office equipment including phones, desk top computers, dual computer monitors, and copier/scanner/fax.
• Must have above average skills in MS Office Suite including Word, Outlook, and Excel.
• Must be able to work overtime as needed.
• Prior knowledge or experience with state and federal rules and regulations pertaining to the Consumer Financial Protection Bureau (CFPB), Fair Debt Collections Practices Act (FDCPA), and the Gramm-Leach – Bliley Act (GLBA) is preferred.
The position is sedentary and requires sitting for long periods of time while working on a computer or using other office equipment. The employee must occasionally lift or move items up to 30+ pounds.
Primeritus an Equal Opportunity employer and all qualified applicants will receive consideration to employment without regard to race, color, religion, gender, pregnancy, sexual orientation, national origin, age, or protected veteran or disability status.