Customer Service Associate | First Help Financial | Remote (United States)

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<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><a href="https://firsthelpfinancial.com/careers/" target="_blank" class="break-all font-medium underline hover:opacity-75" rel="noopener noreferrer nofollow">First Help Financial</a> (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.</p> <p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">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.</p> <p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><em><strong class=" font-semibold">Your Title:</strong></em> Customer Service Associate</p> <p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><em><strong class=" font-semibold">Your Location:</strong></em> <em>Remote/Anywhere within the USA</em></p> <p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><em><strong class=" font-semibold">You Report To:</strong></em> Customer Service Team Lead</p> <p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><em><strong class=" font-semibold">Your Schedule:</strong></em> Monday to Friday 8:00am to 4:30pm EST or 9am to 5:30pm EST</p> <p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><em><strong class=" font-semibold">Your Compensation:</strong></em> $18.53/hour plus a competitive monthly bonus</p> <p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Learn more about our awesome</strong> <a href="https://vimeo.com/882615530?autoplay=1&muted=1&stream%5Fid=Y2xpcHN8MjEwMDUzODQ0fGlkOmRlc2N8W10%3D" target="_blank" class="break-all font-medium underline hover:opacity-75" rel="noopener noreferrer nofollow">Customer Service Department</a></p> <p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><em><strong class=" font-semibold">What is the Career Development Rotation?</strong></em></p> <p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">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. <em><strong class=" font-semibold">Participants starting in Customer Service will rotate to Funding.</strong></em></p> <p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">First Help Financial, voted and certified as a <a href="https://www.greatplacetowork.com/certified-company/7022090" target="_blank" class="break-all font-medium underline hover:opacity-75" rel="noopener noreferrer nofollow">“Great Place to Work”</a> 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.</p> <p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">What you will do:</strong></p> <p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">Your responsibilities will be, but are not limited to:</p> <ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6"> <li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Provide customer service regarding issues in heavy traffic call center</span></li> <li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Responsible for opening clients’ complaints</span></li> <li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Deescalate customer issues and escalate to appropriate manager if needed</span></li> <li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Resolve client discrepancies; reconcile customer disputes pertaining outstanding due balances</span></li> <li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Meet defined department goals and activity metrics</span></li> <li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Daily / weekly reporting to direct supervisor</span></li> <li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Provide pay off quotes to dealers and customers</span></li> <li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Provide written account information as request by customers</span></li> <li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Answering inbound phone calls as needed</span></li> <li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Handle transfer of ownership</span></li> </ul> <p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><em><strong class=" font-semibold">What you Bring:</strong></em></p> <ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6"> <li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Demonstrated historical career stability</span></li> <li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">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.</span></li> <li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Fluent in Spanish and English</span></li> <li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">High school diploma or GED equivalent required</span></li> <li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Minimum of 1 year of related customer service experience</span></li> <li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Detail-conscious and task oriented mindset</span></li> <li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Commitment to excellent customer service to our customers and dealer partners</span></li> <li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Excellent written and verbal communication skills</span></li> </ul> <p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><em><strong class=" font-semibold">FHF Benefits…</strong></em></p> <ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6"> <li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">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.</span></li> <li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">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.</span></li> <li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">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 <em>you</em>.</span></li> </ul> <p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><em><strong class=" font-semibold">Diversity and Inclusion</strong></em></p> <p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">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.</p>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

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With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

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Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

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Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

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Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

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This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...