Customer Service Associate

First Help Financial (FHF) is a fast-growing and culturally diverse company in the U.S. We provide auto loans to the underserved and care for our customers and partners with exceptional service. Through flexible financing options and tri-lingual support, we offer consumers an easier way to finance their first car. We lend to and support our portfolio which has consistently grown 30%+ each year over the last nine years.

Here you will find hard-working colleagues who come from over 20 countries. We hold ourselves to the highest standards of professionalism but also enjoy our work. Our culture and benefits are geared towards making you successful in life and comfortable at work.

Your Title: Customer Service Associate

Your Location: Remote/Anywhere within the USA

You Report To: Customer Service Team Lead

Your Schedule: Monday to Friday 8:00am to 4:30pm EST or 9am to 5:30pm EST

Your Compensation: $18.53/hour plus a competitive monthly bonus

Learn more about our awesome Customer Service Department

What is the Career Development Rotation?

First Help Financials Career Development Rotation (CDR) is a structured program providing our full-time, bilingual employees an opportunity to experience different roles in multiple departments within the company. It’s a program that moves you across jobs every 12-16 months allowing you to gain exposure, develop new skills, and broaden your understanding of the company’s business operations. Participants starting in Customer Service will rotate to Funding.

First Help Financial, voted and certified as a “Great Place to Work” by our workforce for three years in a row, is adding a new partner to our Collections department to accommodate our remarkable growth! This individual will be communicating with our borrowers by placing collections calls and/ or correspondence in a fast paced, goal-oriented Collections Department.

What you will do:

Your responsibilities will be, but are not limited to:

• Provide customer service regarding issues in heavy traffic call center
• Responsible for opening clients' complaints
• Deescalate customer issues and escalate to appropriate manager if needed
• Resolve client discrepancies; reconcile customer disputes pertaining outstanding due balances
• Meet defined department goals and activity metrics
• Daily / weekly reporting to direct supervisor
• Provide pay off quotes to dealers and customers
• Provide written account information as request by customers
• Answering inbound phone calls as needed
• Handle transfer of ownership

What you Bring:

• Demonstrated historical career stability
• Must be willing and able to travel domestically for up to one week at a time, twice per year for company-sponsored training and team-building initiatives.
• Fluent in Spanish and English
• High school diploma or GED equivalent required
• Minimum of 1 year of related customer service experience
• Detail-conscious and task oriented mindset
• Commitment to excellent customer service to our customers and dealer partners
• Excellent written and verbal communication skills

FHF Benefits…

• Great Perks – We offer generous salaries, competitive health and welfare benefits (medical, dental, vision, LTD/STD, Identity theft, paid parental leave and much more), paid vacation, 401(k) match, tuition reimbursement, social activities, monthly lunches, a robust employee recognition and talent development program to enhance your career with us.
• Culture - We are believers in maintaining a healthy work-life balance. While we work hard and care deeply about our customers and partners, we want you to have room for your family, friends, and yourself.
• Growth - Company growth provides unprecedented career growth. FHF’s extraordinary year over year growth in revenue and new markets provides opportunity for you to establish and develop your career growth. We engage each employee to build a career plan that benefits everyone and we have a proven record of investing in you.

Diversity and Inclusion

FHF is committed to building a culture that respects and embraces all walks of life, inclusive of gender, race, culture, age, sexual orientation, and other identities. We will make accommodations when interviewing anyone with special needs.