Customer Service Representative

Position Overview: Assist with the daily activities of the Customer Service Department. Participate in the servicing of all internal and external customer inquiries and requests through telephone and written correspondence in a professional, correct, and timely manner while protecting the interests of Mitsubishi HC Capital America, Inc. (MHCA). Focus will be to continuously improve the customer experience within MHCA while providing management with effective feedback to improve service.

Commitment to Internal Control: The incumbent must understand, abide by, and uphold the system of internal controls related to the essential duties and responsibilities of the position.

Essential Duties and Responsibilities Include, But Are Not Limited To:

• Responsible for responding to all internal and external customer service inquiries, and requests through telephone and written correspondence in a professional, correct, and timely manner while protecting the interests of MHCA and following compliance guidelines.
• The incumbent is required to directly resolve the customer inquiry or to direct the customer to the appropriate department within MHCA Customer communications could include but are not limited to the following:

• Service complaints
• Insurance issues/totals/updates/follow up/claims
• Credit references/requests
• Title issues/updates
• Payoffs
• Tax questions/issues
• ACH Issues/updates
• Motor Vehicle Violations
• Address/name changes
• Return mail
• Billing questions
• Interest paid inquiries

• Misapplied Money corrections
• Welcome Calls
• Suppressed Billing Report
• CAP/Restructures
• Updating comments with the actions taken
• Account reconciliations
• Payment Histories
• End of term releases/doc. Returns
• UCC filings

• Handle/resolve escalated issues. Respond to customer complaints timely and accurately
• Build and maintain professional relationships with customers and vendors to ensure service satisfaction
• Collaborate with team and other departments as needed for projects and resolution of issues or team building. Provide timely feedback to the company regarding service failures or customer concerns.
• Under the guidance of the Senior Customer Service Rep or team manager, meet or exceed established department goals, follow process guidelines and procedures, and service level measures.
• Track and identify incoming customer inquiries for reporting purposes where applicable.
• Need to provide suggestions to develop and refine customer service policies and procedures, tracking and reporting and effective marketing tools based on your work experiences and customer feedback.
• Cover for asset management, collections, titles, and secondary collections when requested
• Perform other duties as assigned and as required based upon business needs.

• Call Activity - Handled, Abandoned & Wrap Up, etc.
• Meet required criteria for call quality standards and documentation processes.
• Other productivity metrics, KPIs and SLAs as defined by managers

• Need to act independently to determine appropriate customer response and action necessary to resolve a customer inquiry, based on process and company policies.
• Must use good judgment in determining when to escalate a customer issue to the team leader and/or department manager.

• Desire to work within a team environment.
• Understand lease/legal documentation, terms and conditions of the lease, insurance, titling and UCC filing requirements
• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ration discounts and percentages.

• Thinking Skills

• Cognitive Ability
• Decision-making/Judgement

• Communications

• Oral and Written
• Ability to listen
• Ability to transmit information

• Interpersonal Relationships - Ability to work in a team
• Personal Qualities

• Being organized
• Adaptability

• BA/BS, Business, Communications, or Finance strongly preferred or equivalent experience
• 1-3 years related experience with comparable financial institution. Customer Service experience preferred
• Commercial collections and leasing industry experience a plus. Must have excellent customer service skills, self-motivational skills, self-confidence, and a positive attitude.

• Digital dexterity and hand/eye coordination in operation of office equipment
• Light lifting and carrying of supplies, files, etc.
• Ability to speak to and hear customers and/or other employees via phone or in person
• Body motor skills sufficient to enable incumbent to move from one office location to another