The Customer Service Representative is responsible for assisting external customers, sales representatives, brokers, vendors, and internal team members with questions and concerns related to active accounts. The role requires providing consistent, high-quality customer service while supporting various operational functions including insurance inquiries, assumptions, name changes, file reviews, system updates, reporting, returned mail processing, and other assigned tasks.
This position is fully onsite, and candidates must be able to work in the Columbia, SC office.
Duties and Responsibilities
- Handle a high volume of inbound customer calls regarding billing, payments, insurance, account changes, and general account support.
- Review files before shipment to custodians to ensure accuracy and completeness.
- Perform customer billing maintenance and update account information.
- Process, track, and manage assumptions and name changes.
- Respond promptly to incoming calls, emails, written correspondence, and problem reports.
- Process returned mail and update equipment or account location details as needed.
- Assist customers with insurance-related questions and required documentation.
- Process ACH updates and accept phone payments accurately and in a timely manner.
- Monitor contracts sold to external funding sources, determine residual positions, and facilitate timely returns when applicable.
- Prepare and submit system adjustments related to contract modifications or payment posting corrections.
- Accurately document all customer interactions and correspondence within internal systems.
- Participate in special projects and complete other assigned duties as needed.
Knowledge, Skills, and Abilities- Associate's degree or six months to one year of related experience/training, or a combination of education and experience.
- Proficiency with:
- Lease accounting or financial servicing software
- Microsoft Excel
- Microsoft Word
- Microsoft Outlook
- Strong written and verbal communication skills.
- Excellent organizational, multitasking, and listening skills.
- Professional and courteous telephone etiquette.
Pay: $40,000-$45,000
Hours: Monday-Friday, 8:30 AM-5:00 PM
Requirements: Background and credit check required
Work Arrangement: Fully in-office
Benefits: FGP offers contract employees benefits including minimum essential coverage insurance, a fixed indemnity plan and a 401k retirement plan once eligibility requirements are met.