Client Service Representative II (Bilingual)

Position Summary

The Client Service Representative supports the operations team and provides customer service levels consistent with the company's business objectives. Responsibilities include timely communication with clients regarding held invoices, invoice rejections, answering client calls, resolving disputes, post verifications, and open credits review for the Account Executives.

• Provide outstanding customer service by serving well, internally, and externally via telephone, email, and written correspondence.

• Manage team email inboxes, responding to client and interdepartmental inquiries in a timely manner

• Review the invoice rejected and disputed queues and communicate directly with the client regarding the reason for rejection or dispute.

• Handle inbound overflow calls for our small and medium fleet departments.

• Complete post verification following the Risk Management Policies and Procedures.

• Review Open Credits on accounts as needed.

• Assist Account Executives as needed in risk management, such as Portfolio Review.

• Effectively communicate with team members, debtors, clients, and management.

• Participate in a team environment and business culture that optimizes both customer service and risk management disciplines, while pursuing joy at work. Be intentional in doing your best and believing the best in your teammates.

• Maintain confidentiality of client information.

• Perform other duties as assigned.

• High school diploma or equivalent is required. A bachelor’s or associate degree or some college courses is strongly preferred. 

• Two (2) to three (3) years of customer service experience in a fast-paced work environment.

• Freight, transportation, general factoring, or logistics industry experience is preferred.

• Bilingual (Spanish) required.

• Professional customer service, Microsoft Office skills, and Google Suite to effectively process client and collateral requests related to servicing a growing invoice portfolio.

• Ability to multi-task and stay focused at high levels of productivity.

• Ability to provide excellent customer service while meeting funding deadlines.

• Excellent verbal and written communication skills.         

• Ability to understand and follow written and verbal instructions and directions given by the manager.

• Excellent phone etiquette.

The work environment characteristics described here maybe encountered while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Moderate noise (i.e. business office with computers, phone, and printers, light traffic).

• Ability to work in a confined area.

• Ability to sit at a computer terminal for an extended period of time. Occasional stooping or kneeling may be necessary.

• While performing the duties of this job, the employee is regularly required to stand, sit, talk, hear and use hands and fingers to operate a computer keyboard and telephone.

• Specific vision abilities are required by this job due to computer work.

• Light to moderate lifting is required.

• Regular, predictable attendance is required.

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