Customer Service Specialist

defi SOLUTIONS is a pioneer in end-to-end, SaaS loan originations and servicing solutions. The Customer Service Specialist is responsible for managing a high volume of inbound and outbound calls, assisting customers with their account status, processing requests, and ensuring a professional customer experience.

Responsibilities:

• Assist customers with bank and auto loan account questions in a high-volume contact center environment
• Handle inbound and outbound calls professionally while providing accurate account support
• Process ACH requests
• Provide payoff quotes for consumers and dealers
• Update customer account information, including address changes and name changes
• Assist customers with online banking account needs, including password resets
• Order copies of checks/payments as needed
• Review customer account status and assist with payment-related questions
• Support early-stage account recovery conversations by helping customers understand available payment or resolution options
• Accurately document customer interactions and account updates
• Maintain professionalism, empathy, and compliance during all customer conversations
• Perform other duties as assigned

Requirements:

• High School Diploma or GED
• Experience in a High-Volume Contact Center: At least one (1) year of experience in a high-volume call center
• Proven Remote Work Experience: Demonstrated experience working from home, with a reliable internet connection (stipend not included), ensuring you can work effectively and maintain adherence and quality standards remotely
• State Licensing Covered: We handle and fully cover all required collections licensing across multiple states – no cost to you